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Grainger’s Checkout UX

This is a usability benchmark of the checkout experience of Grainger and 49 other sites. The overall performance of Grainger is all but broken. Grainger's checkout in particular suffers from usability issues caused by broken Credit Card Form, Customer & Address Information, and Validation Errors & Data Persistence. That said, their checkout performs great within Shipping & Store Pickup.

Rank: #49 of 50

Usability Score: 13

URL: grainger.com

Reviewed by: Edward Scott

Poor
Acceptable
Good

Overall Checkout UX Performance

134 Guidelines · Score: 13.0

“Broken” Performance

Shopping Cart & “Added to Cart” Behavior

10 Guidelines · Score: 4.8

“Broken” Performance
Guideline #4: Issue Resolved · Score: 12.0
Guideline #5: Violated Low · Score: -6.0
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: Not Applicable · Score: 0.0
Guideline #13: Violated High · Score: -9.6
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Account Selection & Creation

9 Guidelines · Score: 14.4

Guideline #14: Adhered High · Score: 16.7
Guideline #15: Violated Low · Score: -8.4
Guideline #16: Not Applicable · Score: 0.0
Guideline #17: Violated High · Score: -16.7
Guideline #18: Adhered High · Score: 12.0
Guideline #19: Adhered High · Score: 12.0
Guideline #20: Adhered Low · Score: 6.0
Guideline #21: Not Applicable · Score: 0.0
Guideline #22: Violated High · Score: -7.2
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Customer & Address Information

12 Guidelines · Score: -57.4

“Broken” Performance
Guideline #23: Violated Low · Score: -8.4
Guideline #24: Violated High · Score: -19.1
Guideline #25: Not Applicable · Score: 0.0
Guideline #26: Violated High · Score: -16.7
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: Violated High · Score: -7.2
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Gifting Flow & Features

5 Guidelines · Score: -12.0

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

11 Guidelines · Score: 67.0

“State of the Art” Performance
Guideline #40: Adhered High · Score: 16.7
Guideline #41: Violated Low · Score: -7.2
Guideline #42: Adhered High · Score: 12.0
Guideline #43: Adhered High · Score: 12.0
Guideline #44: Violated High · Score: -9.6
Guideline #45: Not Applicable · Score: 0.0
Guideline #46: Neutral · Score: 0.0
Guideline #47: Adhered High · Score: 12.0
Guideline #48: Adhered High · Score: 12.0
Guideline #49: Adhered High · Score: 12.0
Guideline #50: Adhered High · Score: 7.2
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Payment Flow & Methods (Incl. 3rd-Party)

8 Guidelines · Score: -23.9

“Broken” Performance
Guideline #51: Not Applicable · Score: 0.0
Guideline #52: Violated High · Score: -14.4
Guideline #53: Not Applicable · Score: 0.0
Guideline #54: Not Applicable · Score: 0.0
Guideline #55: Not Applicable · Score: 0.0
Guideline #56: Not Applicable · Score: 0.0
Guideline #57: Violated High · Score: -9.6
Guideline #58: Not Applicable · Score: 0.0
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Credit Card Form

10 Guidelines · Score: -70.6

“Broken” Performance
Guideline #59: Violated High · Score: -16.7
Guideline #60: Violated High · Score: -16.7
Guideline #61: Violated Low · Score: -8.4
Guideline #62: Violated Low · Score: -6.0
Guideline #63: Violated High · Score: -12.0
Guideline #64: Violated Low · Score: -6.0
Guideline #65: Adhered Low · Score: 6.0
Guideline #66: Violated Low · Score: -4.8
Guideline #67: Violated Low · Score: -3.6
Guideline #68: Violated Low · Score: -2.4
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Order Review

5 Guidelines · Score: -1.2

“Broken” Performance
Guideline #69: Violated Low · Score: -8.4
Guideline #70: Violated Low · Score: -7.2
Guideline #71: Adhered High · Score: 12.0
Guideline #72: Adhered High · Score: 12.0
Guideline #73: Violated High · Score: -9.6
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Order Confirmation & E-Mail

4 Guidelines · Score: 7.2

“Broken” Performance
Guideline #74: Violated High · Score: -12.0
Guideline #75: Adhered Low · Score: 4.8
Guideline #76: Adhered High · Score: 7.2
Guideline #77: Adhered High · Score: 7.2
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Page Design

6 Guidelines · Score: 7.2

“Broken” Performance
Guideline #78: Violated High · Score: -12.0
Guideline #79: Violated High · Score: -12.0
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: 1.2

“Broken” Performance
Guideline #84: Issue Resolved · Score: 16.7
Guideline #85: Violated Low · Score: -6.0
Guideline #86: Violated High · Score: -12.0
Guideline #87: Violated 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: 47.8

“State of the Art” Performance
Guideline #90: Issue Resolved · Score: 16.7
Guideline #91: Adhered High · Score: 12.0
Guideline #92: Adhered High · Score: 12.0
Guideline #93: Adhered High · Score: 7.2
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Form Design & Features

8 Guidelines · Score: -21.5

“Broken” Performance
Guideline #94: Violated High · Score: -16.7
Guideline #95: Issue Resolved · Score: 16.7
Guideline #96: Violated High · Score: -16.7
Guideline #97: Neutral · Score: 0.0
Guideline #98: Violated 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: -33.5

“Broken” Performance
Guideline #102: Adhered High · Score: 19.1
Guideline #103: Violated High · Score: -19.1
Guideline #104: Violated High · Score: -16.7
Guideline #105: Violated High · Score: -16.7
Guideline #106: Adhered High · Score: 14.4
Guideline #107: Violated 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: 15.5

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

8 Guidelines · Score: 6.0

“Broken” Performance
Guideline #119: Violated High · Score: -16.7
Guideline #120: Adhered Low · Score: 6.0
Guideline #121: Adhered High · Score: 12.0
Guideline #122: Adhered High · Score: 12.0
Guideline #123: Violated High · Score: -7.2
Guideline #124: Not Applicable · Score: 0.0
Guideline #125: Violated High · Score: -7.2
Guideline #126: Issue Resolved · Score: 7.2
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Default Values & Autocompletion

8 Guidelines · Score: 57.4

Guideline #127: Adhered High · Score: 16.7
Guideline #128: Adhered High · Score: 14.4
Guideline #129: Violated High · Score: -14.4
Guideline #130: Adhered High · Score: 12.0
Guideline #131: Adhered High · Score: 14.4
Guideline #132: Adhered High · Score: 7.2
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, Grainger's checkout process adhered to 55 usability guidelines, violated 56, and scored neutral on 2 occasions, while a remaining 23 guidelines weren’t applicable.

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

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Industry Comparison: Home & Hardware

Overall Grainger ranks 49 when comparing their checkout UX performance against the 49 other major US e-commerce sites in the benchmark, and ranks 5 in the Home & Hardware industry.

Poor
Acceptable
Good

3. Lowe's

“Broken” Performance

5. Grainger

“Broken” Performance
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