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race this commitment to the customer. Levy explains that retailers “need to stay top-of-mind as their customers move online, and deliver the online browsing experience, selection, value, and service required to be shoppers’ go-to destination in the category” (Newswire, 2018, p 6). The silver lining to Amazon’s success has been that it has left a simple example for SMEs to follow. SMEs should digitize their business operations and focus on the changing needs of customer. Solution The digitization of business operations for SMEs should begin with launching a website for their business. A website will enable SMEs to shift their products and services to a new channel to meet the needs of consumers. For SMEs with a website the adoption of e- commerce capabilities is key. This will enable SMEs to appeal to shoppers in Canada and in new markets that prefer to shop online. Of equal importance is the web design of existing websites. A continued commitment to improving the designs and e-commerce capabilities of websites will allow SMEs to mitigate future disruptions that stem from the growth of e- commerce and changing consumer behaviours. Outline The objective of this research paper is to help SMEs improve their web operations. The paper will be split into two sections; the first will provide a review of existing literature and the second section will build on this literature to provide recommendations. The first section will explain in further detail the importance of web design in e-commerce. The focus of the literature review will be the discussion of key themes researchers have identified as enablers of e-commerce transactions. These themes include trust, privacy, usability, security and convenience. Other themes related to web design such as heuristics, interactivity and website quality will be explored. Each theme from the literature review will then be tied to content in the second section of the paper. This section referred to as the analysis will address the needs of SMEs with and without a website. It will provide a simpl
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