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Best Buy’s Checkout UX

This is a usability benchmark of the checkout experience of Best Buy and 49 other sites. The overall performance of Best Buy is acceptable. For instance, Best Buy's checkout has state of the art User Attention & Interactions and Credit Card Form yet suffers from mediocre Field Design & Features and Default Values & Autocompletion.

Rank: #9 of 50

Usability Score: 579

URL: bestbuy.com

Reviewed by: Lauryn Smith

Poor
Acceptable
Good

Overall Checkout UX Performance

134 Guidelines · Score: 579

Shopping Cart & “Added to Cart” Behavior

10 Guidelines · Score: 34.7

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: Adhered High · Score: 12.0
Guideline #10: Adhered High · Score: 12.0
Guideline #11: Violated High · Score: -12.0
Guideline #12: Violated Low · Score: -6.0
Guideline #13: Violated High · Score: -9.6
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Account Selection & Creation

9 Guidelines · Score: 37.1

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

12 Guidelines · Score: 65.8

Guideline #23: Violated Low · Score: -8.4
Guideline #24: Adhered High · Score: 19.1
Guideline #25: Adhered High · Score: 16.7
Guideline #26: Issue Resolved · 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 High · Score: -12.0
Guideline #31: Not Applicable · Score: 0.0
Guideline #32: Adhered 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: 29.9

Guideline #40: Violated Low · Score: -8.4
Guideline #41: Violated Low · Score: -7.2
Guideline #42: Violated Low · Score: -6.0
Guideline #43: Adhered High · Score: 12.0
Guideline #44: Violated High · Score: -9.6
Guideline #45: Not Applicable · Score: 0.0
Guideline #46: Adhered Low · Score: 6.0
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: 35.9

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

10 Guidelines · Score: 65.8

“State of the Art” Performance
Guideline #59: Adhered High · Score: 16.7
Guideline #60: Adhered High · Score: 16.7
Guideline #61: Violated Low · Score: -8.4
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: Adhered Low · Score: 3.6
Guideline #68: Violated Low · Score: -2.4
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Order Review

5 Guidelines · Score: 0.0

“Broken” Performance
Guideline #69: Neutral · Score: 0.0
Guideline #70: Violated High · Score: -14.4
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: -12.0

“Broken” Performance
Guideline #74: Violated Low · Score: -6.0
Guideline #75: Violated High · Score: -9.6
Guideline #76: Violated Low · Score: -3.6
Guideline #77: Adhered High · Score: 7.2
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Page Design

6 Guidelines · Score: 22.7

Guideline #78: Adhered High · Score: 12.0
Guideline #79: Violated Low · Score: -6.0
Guideline #80: Adhered High · Score: 9.6
Guideline #81: Violated 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: 67.0

“State of the Art” Performance
Guideline #84: Adhered High · Score: 16.7
Guideline #85: Adhered High · Score: 12.0
Guideline #86: Adhered High · Score: 12.0
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: 26.3

Guideline #90: Issue Resolved · Score: 16.7
Guideline #91: Violated Low · Score: -6.0
Guideline #92: Issue Resolved · Score: 12.0
Guideline #93: Adhered Low · Score: 3.6
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Form Design & Features

8 Guidelines · Score: 46.7

Guideline #94: Violated Low · Score: -8.4
Guideline #95: Issue Resolved · 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: Adhered High · Score: 4.8
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Validation Errors & Data Persistence

6 Guidelines · Score: 28.7

Guideline #102: Adhered High · Score: 19.1
Guideline #103: Issue Resolved · Score: 19.1
Guideline #104: Neutral · Score: 0.0
Guideline #105: Violated High · Score: -16.7
Guideline #106: Neutral · Score: 0.0
Guideline #107: Adhered Low · Score: 7.2
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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: 20.3

Guideline #119: Violated Low · Score: -8.4
Guideline #120: Adhered 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 Low · Score: -3.6
Guideline #126: Issue Resolved · Score: 7.2
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Default Values & Autocompletion

8 Guidelines · Score: 28.7

Guideline #127: Adhered High · Score: 16.7
Guideline #128: Violated High · Score: -14.4
Guideline #129: Adhered High · Score: 14.4
Guideline #130: Adhered High · Score: 12.0
Guideline #131: Not Applicable · Score: 0.0
Guideline #132: Violated 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, Best Buy’s checkout process adhered to 75 usability guidelines, violated 36, and scored neutral on 7 occasions, while a remaining 16 guidelines weren’t applicable.

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

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Industry Comparison: Electronics & Office

Overall Best Buy ranks 9 when comparing their checkout UX performance against the 49 other major US e-commerce sites in the benchmark, and ranks 5 in the Electronics & Office industry.

Poor
Acceptable
Good

2. Staples

5. Best Buy

6. Newegg

7. Apple

9. HP

“Broken” Performance
“Broken” Performance

11. Dell

“Broken” Performance
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