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Microsoft’s Checkout UX

This is a usability benchmark of the checkout experience of Microsoft and 49 other sites. The overall performance of Microsoft is poor. Microsoft's checkout in particular suffers from usability issues caused by mediocre User Attention & Interactions, poor Page Design, and poor Gifting Flow & Features. That said, their checkout performs great within Order Review.

Rank: #39 of 50

Usability Score: 224

URL: microsoftstore.com

Reviewed by: Lauryn Smith

Poor
Acceptable
Good

Overall Checkout UX Performance

134 Guidelines · Score: 224

Shopping Cart & “Added to Cart” Behavior

10 Guidelines · Score: 52.6

Guideline #4: Issue Resolved · Score: 12.0
Guideline #5: Issue Resolved · Score: 12.0
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: Violated Low · Score: -6.0
Guideline #11: Violated High · Score: -12.0
Guideline #12: Adhered High · Score: 12.0
Guideline #13: Violated High · Score: -9.6
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Account Selection & Creation

9 Guidelines · Score: -26.3

“Broken” Performance
Guideline #14: Adhered High · Score: 16.7
Guideline #15: Violated Low · Score: -8.4
Guideline #16: Not Applicable · Score: 0.0
Guideline #17: Violated Low · Score: -8.4
Guideline #18: Violated High · Score: -12.0
Guideline #19: Violated Low · Score: -6.0
Guideline #20: Violated High · Score: -12.0
Guideline #21: Not Applicable · Score: 0.0
Guideline #22: Adhered Low · Score: 3.6
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Customer & Address Information

12 Guidelines · Score: 16.7

“Broken” Performance
Guideline #23: Violated Low · Score: -8.4
Guideline #24: Violated Low · Score: -9.6
Guideline #25: Not Applicable · Score: 0.0
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 Low · Score: -6.0
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: -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: -28.7

“Broken” Performance
Guideline #40: Violated High · Score: -16.7
Guideline #41: Violated Low · Score: -7.2
Guideline #42: Adhered High · Score: 12.0
Guideline #43: Violated High · Score: -12.0
Guideline #44: Violated High · Score: -9.6
Guideline #45: Issue Resolved · Score: 4.8
Guideline #46: Not Applicable · Score: 0.0
Guideline #47: Not Applicable · Score: 0.0
Guideline #48: Not Applicable · Score: 0.0
Guideline #49: Not Applicable · Score: 0.0
Guideline #50: Not Applicable · Score: 0.0
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Payment Flow & Methods (Incl. 3rd-Party)

8 Guidelines · Score: 19.1

Guideline #51: Neutral · Score: 0.0
Guideline #52: Adhered 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: Adhered High · Score: 9.6
Guideline #57: Violated Low · Score: -4.8
Guideline #58: Not Applicable · Score: 0.0
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Credit Card Form

10 Guidelines · Score: -68.2

“Broken” Performance
Guideline #59: Violated High · Score: -16.7
Guideline #60: Violated High · Score: -16.7
Guideline #61: Violated High · Score: -16.7
Guideline #62: Adhered High · Score: 12.0
Guideline #63: Violated High · Score: -12.0
Guideline #64: Neutral · Score: 0.0
Guideline #65: Violated Low · Score: -6.0
Guideline #66: Violated High · Score: -9.6
Guideline #67: Violated High · Score: -7.2
Guideline #68: Adhered High · Score: 4.8
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Order Review

5 Guidelines · Score: 34.7

“State of the Art” Performance
Guideline #69: Neutral · Score: 0.0
Guideline #70: Adhered Low · Score: 7.2
Guideline #71: Adhered High · Score: 12.0
Guideline #72: Adhered Low · Score: 6.0
Guideline #73: Adhered High · Score: 9.6
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Order Confirmation & E-Mail

4 Guidelines · Score: -1.2

“Broken” Performance
Guideline #74: Violated Low · Score: -6.0
Guideline #75: Adhered Low · Score: 4.8
Guideline #76: Violated Low · Score: -3.6
Guideline #77: Adhered Low · Score: 3.6
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Page Design

6 Guidelines · Score: 13.2

Guideline #78: Adhered High · Score: 12.0
Guideline #79: Violated High · Score: -12.0
Guideline #80: Adhered High · Score: 9.6
Guideline #81: Violated High · Score: -7.2
Guideline #82: Adhered Low · Score: 3.6
Guideline #83: Adhered High · Score: 7.2
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User Attention & Interactions

6 Guidelines · Score: 25.1

Guideline #84: Issue Resolved · Score: 16.7
Guideline #85: Violated High · Score: -12.0
Guideline #86: Violated Low · Score: -6.0
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: 19.1

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

8 Guidelines · Score: 29.9

Guideline #94: Adhered Low · Score: 8.4
Guideline #95: Issue Resolved · Score: 16.7
Guideline #96: Not Applicable · Score: 0.0
Guideline #97: Adhered Low · Score: 6.0
Guideline #98: Violated High · Score: -14.4
Guideline #99: Adhered High · Score: 12.0
Guideline #100: Violated Low · Score: -3.6
Guideline #101: Adhered High · Score: 4.8
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Validation Errors & Data Persistence

6 Guidelines · Score: 4.8

“Broken” Performance
Guideline #102: Adhered High · Score: 19.1
Guideline #103: Adhered 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: 41.9

Guideline #112: Adhered High · Score: 19.1
Guideline #113: Adhered High · Score: 16.7
Guideline #114: Adhered High · Score: 12.0
Guideline #115: Adhered High · Score: 9.6
Guideline #116: Violated High · Score: -12.0
Guideline #117: Not Applicable · Score: 0.0
Guideline #118: Violated Low · Score: -3.6
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Field Design & Features

8 Guidelines · Score: 32.3

Guideline #119: Issue Resolved · Score: 16.7
Guideline #120: Violated High · Score: -12.0
Guideline #121: Issue Resolved · Score: 12.0
Guideline #122: Adhered High · Score: 12.0
Guideline #123: Neutral · Score: 0.0
Guideline #124: Neutral · Score: 0.0
Guideline #125: Violated Low · Score: -3.6
Guideline #126: Adhered High · Score: 7.2
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Default Values & Autocompletion

8 Guidelines · Score: 32.3

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: Not Applicable · Score: 0.0
Guideline #132: Violated Low · Score: -3.6
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, Microsoft’s checkout process adhered to 57 usability guidelines, violated 45, and scored neutral on 5 occasions, while a remaining 27 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 Microsoft ranks 39 when comparing their checkout UX performance against the 49 other major US e-commerce sites in the benchmark, and ranks 8 in the Electronics & Office industry.

Poor
Acceptable
Good

2. Staples

6. Newegg

7. Apple

8. Microsoft

9. HP

“Broken” Performance
“Broken” Performance

11. Dell

“Broken” Performance
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