HP and Compaq

www.hp.com

3 to 5 clicks to start the buying process.

Notes

Typing in www.compaq.com inexplicably brings one to the Hewlitt-Packard servers site (as of 2003 Feb 24).

The HP main page fills up most of it’s space with an ad.  The site in general wasted space especially on the internal computer information pages.  For instance, by having the “HP invent” logo followed by the word “desktops” surrounded by lots of white space.  The site did not shrink to fit smaller browser windows.

I believe the typical bifurcated approach, exagerated in HP, is a bad approach, in that it makes it harder rather than easier for the customer to find what they want— and to be confident that they have done so.

In one of the ways of approaching buying PCs at HP, a list on the left side of the page in effect asks customers to classify themselves based on who they are or where they will use Hewlitt-Packard products: “home & home office,” “small & medium businesses,” “enterprise,” “government & education,” or “partners & developers.”

In the other approach, a list on the bottom of the page in effect asks customers what type of HP product they want: “desktops & workstations”, “notebooks & tablet PCs”, “handheld devices”, “printing & multifunction”, “digital imaging”, “supplies & accessories”, “servers”, “storage”, “networking”, “software”, and “services”.

Thus, the average home user interested in a desktop is faced with two choices (and perhaps a nagging question about what “small businesses” or “enterprises” are being offered that they aren’t).  If the customer chooses the home & home office route, he or she may find the small link to PCs.  The first choice on this page is desktop PCs, and from there the choice is between HP desktops and Compaq desktops

I guess my real problem here is that the customer doesn’t know what he or she may be missing in selecting one of the options from the ‘home, business,’ etc. menu.  And in choosing between HP and Compaq the customer knows he or she must be missing something.  It is effort-consuming to go back and find out – and try to compare – what’s offered the home user versus the office user or what is available as a Compaq as opposed to an HP.

If the user takes the “who you are, where will you use the computer” route he or she must “click” at least five times to start the buying or customization process.

As for computer descriptions, HP and Compaq have always been bad but have become worse than ever.  Following the “desktops & workstations” route from the home page, under “for home & home office” the site describes two series: the hp pavilion, “Perfect for digital imaging needs,” and the Compaq Presario, “Advanced home and wireless networking capabilities.”  Or, following the “home & home office” route, under “desktops” one receives these illuminating descriptions: for HP desktops, “HP PCs to help you discover, create and enjoy multimedia experiences at work and play,” and for Compaq desktops, “Compaq PCs with advanced technology and great value to enhance your productivity.”  (Sarcasm: oh, yeah, NOW I know which one I want!)  The technical specifications, however, are fairly complete:

Memory	1.0GB PC2100 DDR SDRAM, 2 DIMM
Hard Disk Drive	120 GB Hard Drive (7200 RPM)
CD/DVD Drive	DVD+RW/+R / CDRW combo drive
CD/DVD Drive for Second Bay	None
Graphics Card	128MB NVIDIA GeForce4 Ti 4200
Monitor	Compaq FP5017C 15'' Flat Panel
Sound Card	Sound Blaster Live! 5.1 card
Keyboard and Mouse	Optical Mouse, PS/2 Keyboard..
Operating System	Windows XP Professional
Digital Camera	None
Printer	None
ALL-IN-ONE	None
Software Application	MS Works/Money/Encarta
Speakers	KLIPSCH ProMedia 2.1 Speakers
Accessories	Printer Cable (parallel) Printer Cable (USB) Detto Migration Kit - parallel hp DVD Recordable DVD+R disks
Warranty Upgrade	3Yr Accident Damage Wty Upg

In the customization process HP provided “prices” for all the parts (in the this will raise/lower your price format).

Problems

• Why does one have to choose the processor ahead of time?  Why can’t one make that customization decision with the others?
• Does not allow one to order an out-of-stock computer.  The message “please check back soon” really prevents possible sales.  HP is the manufacturer; they ought to be able to promise to get you one within some amount of time, and let you buy it even if it’s not in stock!
• The price listed in bold at the bottom is not updated with selections from the drop-down menus.  One must hit “Update Price” to make it correct.
• The “choose processor” and customize link resulted in an “internal server error.”  (One could still customize by starting with a particular model.)
• Often the customization pages would never load: a blank screen would come instead.

Good Features

• Often good pictures.
• The blurb under each dropdown list seemed informative.