Dear Mary Kay,
First of all, I know you're no longer with us but I'm assuming someone over there in Dallas is carrying your rosy little cosmetics-related flame and might find this of interest.
I've been a customer for nearly 20 years and love the fact that I now have the option to purchase your products on-line via my regular rep without having to go through the whole "let me give you a make over" song and dance.
You've made it very easy for me to find my rep's personal site and I really appreciate it.
However, since I'm not a Mary Kay cosmetics rep, I haven't memorized the product names/categories and this is where your web site comes up a little short. For example:
Under skin care, I was looking for Creamy Cleanser. A logical person would assume Cleansers. But no luck. Then I remembered this particular product is part of your classic skin care group and found it there.
Next, body lotion. Same thing. I assumed it was under moisturization. The body lotion was not under moisturization. It was under Age-Fighting. Which is irritating for many reasons, not the least of which is that I am 42 years old and thought I'd have another three or four years before I'd need to be shopping in any Age-Fighting category. Anyhow.
My point is, this site is more Mary Kay centric than it is customer-centric. You've made it difficult for customers to find items because it assumes they will remember under which category their favorite products exist.
After I've successfully found and added these products to my shopping bag, I get this:
Which is okay. Not great. It would be better if at this point your site suggested other popular products I might consider. Instead, when I click "Keep Shopping" I stay on the product landing page with no suggestions or up-sells.
Back on the home page to check out the promotions one last time before checking out, I have to admit the "On the Go" option in the lower left caught my eye:
Really? It's all about me? On the go? SWEET! A mobile app for my iPhone would be fabulous!
Not so much.
"Maybe you're a constantly connected mobile mover and shaker. Well, quick and convenient ordering is just a phone call away."
Really? I can actually CALL and PLACE MY ORDER? Wow. It's good to know I have that option...the same option I had 20 years ago.
In summary, I remain a loyal Mary Kay customer and sincerely appreciate your fine products. But your web site needs "a little help" - might I suggest something from the Age-Fighting category?
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