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Toys'R'Us' Checkout UX

This is a usability benchmark of the checkout experience of Toys'R'Us and 49 other sites. The overall performance of Toys'R'Us is poor. Toys'R'Us' checkout in particular suffers from usability issues caused by broken Validation Errors & Data Persistence, Credit Card Form, and Field Design & Features. That said, their checkout performs great within Page Design.

Rank: #37 of 50

Usability Score: 232

URL: toysrus.com

Reviewed by: Edward Scott

Poor
Acceptable
Good

Overall Checkout UX Performance

134 Guidelines · Score: 231.5

Shopping Cart & “Added to Cart” Behavior

10 Guidelines · Score: 4.8

“Broken” Performance
Guideline #4: Neutral · Score: 0.0
Guideline #5: Issue Resolved · Score: 12.0
Guideline #6: Issue Resolved · Score: 12.0
Guideline #7: Issue Resolved · Score: 12.0
Guideline #8: Adhered Low · Score: 8.4
Guideline #9: Violated Low · Score: -6.0
Guideline #10: Violated High · Score: -12.0
Guideline #11: Violated Low · Score: -6.0
Guideline #12: Violated Low · Score: -6.0
Guideline #13: Violated High · Score: -9.6
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Account Selection & Creation

9 Guidelines · Score: 35.9

Guideline #14: Adhered High · Score: 16.7
Guideline #15: Issue Resolved · Score: 16.7
Guideline #16: Not Applicable · Score: 0.0
Guideline #17: Violated High · Score: -16.7
Guideline #18: Adhered Low · Score: 6.0
Guideline #19: Not Applicable · Score: 0.0
Guideline #20: Adhered Low · Score: 6.0
Guideline #21: Not Applicable · Score: 0.0
Guideline #22: Adhered High · Score: 7.2
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Customer & Address Information

12 Guidelines · Score: 10.8

“Broken” Performance
Guideline #23: Violated Low · Score: -8.4
Guideline #24: Adhered Low · Score: 9.6
Guideline #25: Not Applicable · Score: 0.0
Guideline #26: Adhered Low · Score: 8.4
Guideline #27: Issue Resolved · Score: 16.7
Guideline #28: Violated High · Score: -12.0
Guideline #29: Adhered High · Score: 12.0
Guideline #30: Violated Low · Score: -6.0
Guideline #31: Violated High · Score: -7.2
Guideline #32: Violated High · Score: -9.6
Guideline #33: Not Applicable · Score: 0.0
Guideline #34: Adhered High · Score: 7.2
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Gifting Flow & Features

5 Guidelines · Score: 16.7

Guideline #35: Not Applicable · Score: 0.0
Guideline #36: Adhered High · Score: 12.0
Guideline #37: Adhered High · Score: 12.0
Guideline #38: Not Applicable · Score: 0.0
Guideline #39: Violated High · Score: -7.2
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Shipping & Store Pickup

11 Guidelines · Score: 14.4

Guideline #40: Adhered High · Score: 16.7
Guideline #41: Violated Low · Score: -7.2
Guideline #42: Adhered High · Score: 12.0
Guideline #43: Adhered Low · Score: 6.0
Guideline #44: Violated Low · Score: -4.8
Guideline #45: Adhered High · Score: 4.8
Guideline #46: Violated High · Score: -12.0
Guideline #47: Violated High · Score: -12.0
Guideline #48: Adhered High · Score: 12.0
Guideline #49: Adhered Low · Score: 6.0
Guideline #50: Violated High · Score: -7.2
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Payment Flow & Methods (Incl. 3rd-Party)

8 Guidelines · Score: 3.6

“Broken” Performance
Guideline #51: Violated Low · Score: -6.0
Guideline #52: Adhered Low · Score: 7.2
Guideline #53: Not Applicable · Score: 0.0
Guideline #54: Violated High · Score: -12.0
Guideline #55: Not Applicable · Score: 0.0
Guideline #56: Adhered Low · Score: 4.8
Guideline #57: Adhered High · Score: 9.6
Guideline #58: Not Applicable · Score: 0.0
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Credit Card Form

10 Guidelines · Score: -20.3

“Broken” Performance
Guideline #59: Violated High · Score: -16.7
Guideline #60: Violated High · Score: -16.7
Guideline #61: Violated High · Score: -16.7
Guideline #62: Adhered High · Score: 12.0
Guideline #63: Issue Resolved · Score: 12.0
Guideline #64: Neutral · Score: 0.0
Guideline #65: Adhered Low · Score: 6.0
Guideline #66: Adhered High · Score: 9.6
Guideline #67: Violated High · Score: -7.2
Guideline #68: Violated Low · Score: -2.4
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Order Review

5 Guidelines · Score: 29.9

Guideline #69: Neutral · Score: 0.0
Guideline #70: Adhered High · Score: 14.4
Guideline #71: Adhered High · Score: 12.0
Guideline #72: Violated Low · Score: -6.0
Guideline #73: Adhered High · Score: 9.6
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Order Confirmation & E-Mail

4 Guidelines · Score: 10.8

Guideline #74: Violated Low · Score: -6.0
Guideline #75: Adhered High · Score: 9.6
Guideline #76: Adhered High · Score: 7.2
Guideline #77: Neutral · Score: 0.0
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Page Design

6 Guidelines · Score: 37.1

“State of the Art” Performance
Guideline #78: Adhered High · Score: 12.0
Guideline #79: Violated Low · Score: -6.0
Guideline #80: Adhered High · Score: 9.6
Guideline #81: Adhered High · Score: 7.2
Guideline #82: Adhered High · Score: 7.2
Guideline #83: Adhered High · Score: 7.2
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User Attention & Interactions

6 Guidelines · Score: 25.1

Guideline #84: Issue Resolved · Score: 16.7
Guideline #85: Violated High · Score: -12.0
Guideline #86: Violated Low · Score: -6.0
Guideline #87: Adhered High · Score: 12.0
Guideline #88: Issue Resolved · Score: 14.4
Guideline #89: Not Applicable · Score: 0.0
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Cross-Sells

4 Guidelines · Score: 29.9

Guideline #90: Issue Resolved · Score: 16.7
Guideline #91: Violated Low · Score: -6.0
Guideline #92: Adhered High · Score: 12.0
Guideline #93: Adhered High · Score: 7.2
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Form Design & Features

8 Guidelines · Score: 29.9

Guideline #94: Violated Low · Score: -8.4
Guideline #95: Issue Resolved · Score: 16.7
Guideline #96: Violated Low · Score: -8.4
Guideline #97: Adhered Low · Score: 6.0
Guideline #98: Adhered High · Score: 14.4
Guideline #99: Adhered High · Score: 12.0
Guideline #100: Violated High · Score: -7.2
Guideline #101: Adhered High · Score: 4.8
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Validation Errors & Data Persistence

6 Guidelines · Score: -22.7

“Broken” Performance
Guideline #102: Violated High · Score: -19.1
Guideline #103: Violated Low · Score: -9.6
Guideline #104: Violated High · Score: -16.7
Guideline #105: Adhered Low · Score: 8.4
Guideline #106: Neutral · Score: 0.0
Guideline #107: Adhered High · Score: 14.4
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Address Validators

4 Guidelines · Score: 21.5

Guideline #108: Adhered High · Score: 14.4
Guideline #109: Adhered High · Score: 14.4
Guideline #110: Violated High · Score: -7.2
Guideline #111: Not Applicable · Score: 0.0
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Field Labels & Microcopy

7 Guidelines · Score: -3.6

“Broken” Performance
Guideline #112: Violated Low · Score: -9.6
Guideline #113: Adhered High · Score: 16.7
Guideline #114: Adhered High · Score: 12.0
Guideline #115: Violated High · Score: -9.6
Guideline #116: Violated Low · Score: -6.0
Guideline #117: Not Applicable · Score: 0.0
Guideline #118: Violated High · Score: -7.2
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Field Design & Features

8 Guidelines · Score: -15.5

“Broken” Performance
Guideline #119: Violated High · Score: -16.7
Guideline #120: Violated High · Score: -12.0
Guideline #121: Adhered High · Score: 12.0
Guideline #122: Adhered High · Score: 12.0
Guideline #123: Violated High · Score: -7.2
Guideline #124: Violated Low · Score: -3.6
Guideline #125: Violated High · Score: -7.2
Guideline #126: Issue Resolved · Score: 7.2
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Default Values & Autocompletion

8 Guidelines · Score: 32.3

Guideline #127: Adhered High · Score: 16.7
Guideline #128: Violated High · Score: -14.4
Guideline #129: Issue Resolved · Score: 14.4
Guideline #130: Adhered High · Score: 12.0
Guideline #131: Not Applicable · Score: 0.0
Guideline #132: Violated Low · Score: -3.6
Guideline #133: Not Applicable · Score: 0.0
Guideline #134: Adhered High · Score: 7.2
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All 50 sites were benchmarked across the 134 guidelines from the E-Commerce Checkout usability study. During our evaluation, Toys'R'Us' checkout process adhered to 66 usability guidelines, violated 49, and scored neutral on 5 occasions, while a remaining 17 guidelines weren’t applicable.

See methodology to read up on the evaluation criteria and scoring algorithm.

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Industry Comparison: Sports, Toys & Hobbies

Overall Toys'R'Us ranks 37 when comparing their checkout UX performance against the 49 other major US e-commerce sites in the benchmark, and ranks 6 in the Sports, Toys & Hobbies industry.

Poor
Acceptable
Good

1. Disney

5. REI

6. Toys'R'Us

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