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Smashing UX Design: Foundations for Designing Online User Experiences by Jesmond Allen, James Chudley

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Chapter 24: Shopping Cart and Checkout UX Deconstructed

For transactional websites and apps, getting the shopping cart and checkout process right is imperative. No matter how interested users are in a product or service, if they cannot complete payment, their patronage is lost. Users feel more secure about entering confidential payment information when a trustworthy process is used.

Key user tasks and questions

What do users need from your shopping cart and checkout process? Consider this list as a good start in addressing user needs:

Make final purchase decisions

Understand how much they will pay for the products or services they are buying

Understand and feel comfortable with any additional charges, such as delivery costs, taxes, or gift wrapping

Arrange affordable delivery at a convenient time

Trust that their payment details are in safe hands

Enter required information quickly and easily

Avoid entering too much information

Understand why non-standard information is required

Avoid signing up for spam

Feel reassured that their order has been placed

Understand when to expect delivery or other next steps

Understand what to do if they have a question or problem with their order

Feel confident that they’ve ordered the right thing from the right vendor

Typical business goals

The basket and payment system is the workhorse of any transactional website or application. It must be smooth, error-free, and trustworthy. Checkout pages should:

Take payment for ...

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