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Sears' Checkout UX

This is a usability benchmark of the checkout experience of Sears and 49 other sites. The overall performance of Sears is acceptable. For instance, Sears' checkout has state of the art Default Values & Autocompletion and Shopping Cart & “Added to Cart” Behavior yet suffers from broken Payment Flow & Methods (Incl. 3rd-Party) and Gifting Flow & Features.

Rank: #11 of 50

Usability Score: 562

URL: sears.com

Reviewed by: Lauryn Smith

Poor
Acceptable
Good

Overall Checkout UX Performance

134 Guidelines · Score: 562

Shopping Cart & “Added to Cart” Behavior

10 Guidelines · Score: 82.5

“State of the Art” Performance
Guideline #4: Issue Resolved · Score: 12.0
Guideline #5: Adhered High · Score: 12.0
Guideline #6: Issue Resolved · Score: 12.0
Guideline #7: Issue Resolved · Score: 12.0
Guideline #8: Violated High · Score: -16.7
Guideline #9: Adhered High · Score: 12.0
Guideline #10: Adhered High · Score: 12.0
Guideline #11: Adhered High · Score: 12.0
Guideline #12: Adhered Low · Score: 6.0
Guideline #13: Adhered High · Score: 9.6
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Account Selection & Creation

9 Guidelines · Score: 45.5

Guideline #14: Adhered High · Score: 16.7
Guideline #15: Violated Low · Score: -8.4
Guideline #16: Not Applicable · Score: 0.0
Guideline #17: Neutral · Score: 0.0
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: Adhered High · Score: 7.2
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Customer & Address Information

12 Guidelines · Score: 64.6

Guideline #23: Adhered High · Score: 16.7
Guideline #24: Adhered High · Score: 19.1
Guideline #25: Not Applicable · Score: 0.0
Guideline #26: Issue Resolved · Score: 16.7
Guideline #27: Issue Resolved · Score: 16.7
Guideline #28: Adhered High · Score: 12.0
Guideline #29: Violated High · Score: -12.0
Guideline #30: Violated High · Score: -12.0
Guideline #31: Not Applicable · Score: 0.0
Guideline #32: Not Applicable · Score: 0.0
Guideline #33: Not Applicable · Score: 0.0
Guideline #34: Adhered High · Score: 7.2
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Gifting Flow & Features

5 Guidelines · Score: -15.6

“Broken” Performance
Guideline #35: Violated High · Score: -16.7
Guideline #36: Adhered High · Score: 12.0
Guideline #37: Violated Low · Score: -6.0
Guideline #38: Violated High · Score: -12.0
Guideline #39: Adhered High · Score: 7.2
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Shipping & Store Pickup

11 Guidelines · Score: 53.8

“State of the Art” Performance
Guideline #40: Adhered High · Score: 16.7
Guideline #41: Adhered High · Score: 14.4
Guideline #42: Adhered High · Score: 12.0
Guideline #43: Adhered High · Score: 12.0
Guideline #44: Violated Low · Score: -4.8
Guideline #45: Adhered Low · Score: 2.4
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: Adhered 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 High · Score: 9.6
Guideline #57: Adhered Low · Score: 4.8
Guideline #58: Not Applicable · Score: 0.0
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Credit Card Form

10 Guidelines · Score: -22.7

“Broken” Performance
Guideline #59: Violated High · Score: -16.7
Guideline #60: Violated High · Score: -16.7
Guideline #61: Neutral · Score: 0.0
Guideline #62: Adhered Low · Score: 6.0
Guideline #63: Violated High · 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 Low · Score: -3.6
Guideline #68: Adhered High · Score: 4.8
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Order Review

5 Guidelines · Score: 21.5

Guideline #69: Neutral · Score: 0.0
Guideline #70: Adhered 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: 17.9

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

6 Guidelines · Score: 31.1

Guideline #78: Adhered 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: 9.6

“Broken” Performance
Guideline #84: Violated High · Score: -16.7
Guideline #85: Adhered High · Score: 12.0
Guideline #86: Adhered 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: 23.9

Guideline #90: Adhered High · Score: 16.7
Guideline #91: Violated 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: -4.8

“Broken” Performance
Guideline #94: Violated High · Score: -16.7
Guideline #95: Violated High · Score: -16.7
Guideline #96: Neutral · Score: 0.0
Guideline #97: Neutral · Score: 0.0
Guideline #98: Adhered High · Score: 14.4
Guideline #99: Adhered High · Score: 12.0
Guideline #100: Adhered High · Score: 7.2
Guideline #101: Violated High · Score: -4.8
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Validation Errors & Data Persistence

6 Guidelines · Score: 40.7

Guideline #102: Adhered High · Score: 19.1
Guideline #103: Adhered High · Score: 19.1
Guideline #104: Neutral · Score: 0.0
Guideline #105: Adhered High · Score: 16.7
Guideline #106: Neutral · Score: 0.0
Guideline #107: Violated High · Score: -14.4
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Address Validators

4 Guidelines · Score: 25.1

Guideline #108: Adhered High · Score: 14.4
Guideline #109: Adhered High · Score: 14.4
Guideline #110: Violated Low · Score: -3.6
Guideline #111: Not Applicable · Score: 0.0
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Field Labels & Microcopy

7 Guidelines · Score: 47.9

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

8 Guidelines · Score: 59.8

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

8 Guidelines · Score: 86.1

“State of the Art” Performance
Guideline #127: Adhered High · Score: 16.7
Guideline #128: Adhered High · Score: 14.4
Guideline #129: Adhered High · Score: 14.4
Guideline #130: Adhered High · Score: 12.0
Guideline #131: Adhered High · Score: 14.4
Guideline #132: Issue Resolved · 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, Sears' checkout process adhered to 80 usability guidelines, violated 31, and scored neutral on 8 occasions, while a remaining 15 guidelines weren’t applicable.

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

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Industry Comparison: Mass Merchant

Overall Sears ranks 11 when comparing their checkout UX performance against the 49 other major US e-commerce sites in the benchmark, and ranks 4 in the Mass Merchant industry.

Poor
Acceptable
Good

1. Walmart

3. Target

4. Sears

5. Etsy

8. Rakuten

9. Amazon

10. Kohl's

11. Macy's

12. Costco

“Broken” Performance
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