13 Accounts & Self Service UX Articles

These articles are based on observations and test findings from our usability research on e-commerce account and self-service features and design.

The ‘Order Returns’ Experience is Critical for Customer Retention — Yet 54% of Sites Have a Returns Interface with Substantial UX Issues

Our research show that while 'Order Returns' experiences are very important to customer retention, 54% have severe usability issues in their returns UI. Learn more about 5 commonly ‘Missed Opportunities’ for online return experiences and interfaces

Use a Fake ‘Editing’ Flow When Users Try to Update Their Stored Credit Card (84% of Sites Don’t)

Our research reveals that 24% of users get a new credit card at least every year, yet a massive 84% of e-commerce sites don’t allow users to “edit” their stored card. See our test findings on this severe misalignment and why you need a “fake” edit flow.


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