E-Commerce Usability Audits

What are the 15 most important changes you can make to your checkout, navigation, search, product lists, or mobile experience?

Based on the findings from the last 7 years of large-scale e-commerce usability testing Baymard Institute will conduct a usability audit of one or more elements of your e-commerce site.

For each site element audited, the Baymard auditor will write a detailed 40-page report outlining the 15 most important user experience improvements you can make, and compare that to the UX performance of other major e-commerce sites.

The e-commerce usability audit can be conducted on live production sites as well as prototype designs.

Office Depot Logo

“Baymard have been a great resource in helping us improve the customer experience. We are continually applying these best practices to our sites.

What’s included?

For each site element you choose to get audited, you will get:

  • A full analysis and assessment of either your checkout process, homepage & category navigation, on-site search, or product lists & filtering, conducted by a lead usability researcher at Baymard Institute, utilizing the institute’s findings over the last 7 years of large-scale usability testing.
  • The auditor at Baymard Institute will write a detailed 40-page report with 15 research-backed suggestions for improvement. Each suggestion includes a description of the identified usability issue along with a proposed solution and 1-2 best practice examples.
  • A usability scorecard with 60-95 scoring parameters, used for direct performance comparison against competitors among the top 50-100 grossing US e-commerce sites.
  • A 1-hour video conference where we go over the audit results with you and your team, to discuss the audit results and how to best implement the proposed improvements.

Etsy Logo

“Thank you. This was an excellent piece of work: professional, thorough, and actionable for the team. We're very happy with the work Baymard has done for us so far, and I hope we'll have the chance to work together again on future projects.

4 different audits

You can choose to have one or more elements of your site (or prototype) audited:

  • The Checkout Process: the user experience of your entire checkout flow, including cart step, account selection, guest checkout, detailed form field usability, field labels, security concerns, shipping methods, payment methods and fields, wording of error messages, etc.
  • Homepage & Category Navigation: design and user experience of your homepage, main navigation, drop-down menus, category pages, custom & sub-category pages, the overall site taxonomy, general site navigation, etc.
  • Search Experience (on-site search): the type of search queries the search engine supports, what and how your product data is searched, the logic for your autocomplete suggestions, how users are guided in case of partial matches, ‘No results’ page, the layout and features of the search results page (including faceted search logic), etc.
  • Product Lists & Filtering: design and usability of your category and search product listing pages, design and logic for both all filtering and sorting tools, the list item design and information, product thumbnails, how products are loaded, comparison features, etc.

See separate page for our Mobile E-Commerce Audit.

Several clients combine multiple audits into a “full-site audit” of their entire e-commerce user experience.

Nike Inc. Logo

“Intelligent, consumer-focused insights that are clear and actionable. The team in the room really loved the way the Baymard Institute highlighted the optimizations in the various user experience elements (copy, layout, design, calls-to-action…), from the perspective of consumer struggles. Baymard’s Usability research really compliments our other existing research tools.

Who is this intended for?

The most common uses of this audit service is by:

  • E-commerce sites that want to redesign specific elements of their site and would like inspiration before spending resources on a redesign project. (We also audit design prototypes)
  • E-commerce sites that would like to benchmark their user experience and see how the stack up against major competitors.
  • Optimized e-commerce sites that need a set of fresh eyes to identify the last tweaks and improvements.
  • Agencies and designers working on an e-commerce project and want reassurance that they’re on the right track with their current design.

Return on Investment: Even the smallest improvement in conversion rate for any e-commerce site with significant sales will lead to a notable return on investment. For example, an improvement from 3.1% to 3.6% in conversion rate for a site with $5,000,000 annual sales will yield $806,000 extra sales every year.

Sears Logo

“Baymard produces some of the most relevant and actionable user experience research available. They really understand the needs of UX and Product Management professionals, and their deep experience in the eCommerce field allows them to offer sophisticated, nuanced insights.

How will the audit be delivered? What will it cost?

The cost is $1,900 (USD) for each checkout, homepage & navigation, search, or product list usability audit conducted. For each audited site element the payment includes:

Sample pages from an audit report.

  • A full review and analysis of the chosen site element(s) by Baymard’s team of usability researchers.
  • A 40-page audit report with 15 suggestions for improvements and implementation examples. Each suggestion typically detailed over 2-3 pages: 1 page with explanation of the identified usability issue and suggested change, and 2-4 implementation examples from other leading e-commerce sites.
  • A usability scorecard with 60-130 assessment parameters, with performance comparison against the top 50 grossing US e-commerce sites.
  • A 1-hour video conference with you and your team to go over the results and discuss changes.

Reach out below to discuss the details or request one or more usability audits of your e-commerce site.

Price: $1,900 · Lead time: 7 workdays

For more info and ordering call +1 (415) 315-9567 or write audit@baymard.com

Refund policy: In the event that we’re unable to provide 15 improvements we’ll still complete the audit and leave it up to you if you want a refund.

Overstock Inc. Logo

“Thanks again for the great work on our checkout project. Our whole group found it incredibly insightful. We’re applying the suggestions you provided to our new checkout design which launches at the end of the month! One of my colleagues was also interested in your group’s competitive expertise with regard to responsive web and native apps. References: Audit Service

T-Mobile / Deutsche Telekom AG Logo

“Thank you very much for the 7 usability audits of our country-specific sites. The audits have provided us with specific and actionable advice, allowed us to prioritize development resources , and enabled us to compare UX performance between the 7 different country-specific sites, and against State of the Art implementations. The audit itself is done really professionally and the recommendations contain actionable and insightful information. References: Audit Service

Harley-Davidson Logo

“We found the audits extremely helpful and validated a number of changes we have been wanting to make or are in the process of making, so thank again for all the great insights. References: Audit Service

Columbia Sportswear Logo

“This was indeed very helpful guidance and a very well-documented roadmap for us to fix, validate, organize, collectively understand and continually improve our ecommerce foundation. The videos really are an added plus for those who could not make the live presentation and for our continual review between cross functions. References: Audit Service

B&H Photo & Electronics Corp. Logo

“I can confirm that the list was fully implemented. Every time we put up a change we either A/B test or we watch it very closely to determine that it's doing better and not the opposite. So I can confirm that these fixes have improved our checkout. Thanks for everything. References: Audit Service

John Lewis Logo

“Many thanks for presenting earlier. I have caught up with the teams and they all found your audit report really useful and are on board with the suggestions. References: Baymard Usability Audits

Jarden Consumer Solutions Logo

“Thanks for everything. The audit was extremely useful, I think we have gained valuable insight. References: Mobile Audit

Hallmark Cards, Inc. Logo

“The walkthrough today was great. The report was very, very well done and loaded with great opportunities for us to improve our business. I wanted to again express my appreciation for working with us on such a condensed time frame last month. You and your team have been amazing partners to us and we very much appreciate the work, expertise and partnership. References: Audit Service

Sports Authority Logo

“Thank you for all the value delivered ahead of our new fiscal years. Your insights not only provided a definitive foundation for our UX roadmap but completely sold our executive team on the value of expert usability insights. Your service paid for itself in a matter of days and ensured all critical gaps will be filled ahead of us running the audit again next year. References: Baymard Research

Nike Inc. Logo

“Intelligent, consumer-focused insights that are clear and actionable. The team in the room really loved the way the Baymard Institute highlighted the optimizations in the various user experience elements (copy, layout, design, calls-to-action…), from the perspective of consumer struggles. Baymard’s Usability research really compliments our other existing research tools. References: Audit Service

Office Depot Logo

“Baymard have been a great resource in helping us improve the customer experience. We are continually applying these best practices to our sites. References: Audit Service

Etsy Logo

“Thank you. This was an excellent piece of work: professional, thorough, and actionable for the team. We're very happy with the work Baymard has done for us so far, and I hope we'll have the chance to work together again on future projects. References: Baymard Research

Carnival Cruise Lines Logo

“We like what we are reviewing from the audit - great analysis and feedback. References: Full-Site Audit

Sears Logo

“Baymard produces some of the most relevant and actionable user experience research available. They really understand the needs of UX and Product Management professionals, and their deep experience in the eCommerce field allows them to offer sophisticated, nuanced insights. References: Baymard Research

Purch Logo

“Really good rundown on all these thing. I definitely think we got a lot of value out of it, and we’re excited to get it all in and do some A/B testing on this. References: Checkout Audit

RepairClinic.com Logo

“Within a very short time Baymard Institute provided 15 clear, useful improvement suggestions for our checkout process. We intend to implement all of them. It’s easy to find companies that offer website improvement suggestions. But, most companies don’t do their homework and don’t provide specific examples of how best to make the improvements. With Baymard Institute, the checkout process suggestions they made were intuitive, specific, and actionable. I highly recommend their audit service. References: Checkout Audit

Nutrisystem Logo

“The recommendations in our Checkout Usability Audit were awesome - well prioritized, actionable and helped us focus on what to optimize. This audit, along with the e-Commerce Usability Reports & Benchmark Databases, are my go-to resources for thorough, insightful information. Thank you! References: Baymard Usability Audits

StickerMule.com Logo

“Wow, this is great! Just reviewed it with the team. It's a huge help and we're excited to fix these issues. References: Audit Service

n11.com Logo

“We have worked with a number of third party companies before on various projects/audits, and I can certainly say that working with Baymard was not only a pleasure; but you delivered on time; to the level of depth we wanted; addressing important issues; and answering all our questions; and you did all this for a great price. A big THANK YOU on behalf of N11. References: Mobile Audit

prAna Logo

“Wanted to thank you again for the checkout audit and walking us through the process. It was super helpful and we can't wait to apply the changes to our checkout for a better user experience. References: Audit Service

Epicenter Consulting Logo

“Given the tricky science of conversion rate optimization, it is great to know that you are dealing with professionals whose advice is based on solid research. It was a pleasure collaborating with the Baymard team. References: Checkout Audit

See all 21 testimonials

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