Note: You have full access to this benchmark database in your Baymard Pro account.

HP’s Checkout UX

This is a usability benchmark of the checkout experience of HP and 49 other sites. The overall performance of HP is all but broken. Some of HP's biggest checkout usability issues are due to broken Field Design & Features, Order Review, and Shopping Cart & “Added to Cart” Behavior. That said, their checkout performs great within Account Selection & Creation.

Rank: #44 of 50

Usability Score: 132

URL: store.hp.com

Reviewed by: Edward Scott

Poor
Acceptable
Good

Overall Checkout UX Performance

134 Guidelines · Score: 132

“Broken” Performance

Shopping Cart & “Added to Cart” Behavior

10 Guidelines · Score: -13.2

“Broken” Performance
Guideline #4: Violated High · 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: Violated Low · Score: -6.0
Guideline #10: Violated Low · Score: -6.0
Guideline #11: Violated High · Score: -12.0
Guideline #12: Violated High · Score: -12.0
Guideline #13: Violated High · Score: -9.6
Guideline content only available in Baymard Pro – Get Full Access

Account Selection & Creation

9 Guidelines · Score: 63.4

“State of the Art” Performance
Guideline #14: Adhered High · Score: 16.7
Guideline #15: Adhered High · Score: 16.7
Guideline #16: Not Applicable · Score: 0.0
Guideline #17: Adhered High · Score: 16.7
Guideline #18: Violated 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
Guideline content only available in Baymard Pro – Get Full Access

Customer & Address Information

12 Guidelines · Score: -7.2

“Broken” Performance
Guideline #23: Violated Low · Score: -8.4
Guideline #24: Violated 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: 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: Violated High · Score: -7.2
Guideline content only available in Baymard Pro – Get Full Access

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
Guideline content only available in Baymard Pro – Get Full Access

Shipping & Store Pickup

11 Guidelines · Score: -7.2

“Broken” Performance
Guideline #40: Issue Resolved · Score: 16.7
Guideline #41: Violated Low · Score: -7.2
Guideline #42: Not Applicable · Score: 0.0
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
Guideline content only available in Baymard Pro – Get Full Access

Payment Flow & Methods (Incl. 3rd-Party)

8 Guidelines · Score: 12.0

Guideline #51: Adhered High · Score: 12.0
Guideline #52: Adhered 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: Violated High · Score: -9.6
Guideline #57: Violated High · Score: -9.6
Guideline #58: Not Applicable · Score: 0.0
Guideline content only available in Baymard Pro – Get Full Access

Credit Card Form

10 Guidelines · Score: -8.4

“Broken” Performance
Guideline #59: Violated High · Score: -16.7
Guideline #60: Adhered High · Score: 16.7
Guideline #61: Violated High · Score: -16.7
Guideline #62: Adhered High · Score: 12.0
Guideline #63: Issue Resolved · Score: 12.0
Guideline #64: Neutral · Score: 0.0
Guideline #65: Violated High · Score: -12.0
Guideline #66: Violated Low · Score: -4.8
Guideline #67: Violated Low · Score: -3.6
Guideline #68: Adhered High · Score: 4.8
Guideline content only available in Baymard Pro – Get Full Access

Order Review

5 Guidelines · Score: -4.8

“Broken” Performance
Guideline #69: Neutral · Score: 0.0
Guideline #70: Violated High · Score: -14.4
Guideline #71: Adhered Low · Score: 6.0
Guideline #72: Violated Low · Score: -6.0
Guideline #73: Adhered High · Score: 9.6
Guideline content only available in Baymard Pro – Get Full Access

Order Confirmation & E-Mail

4 Guidelines · Score: 6.0

“Broken” Performance
Guideline #74: Violated Low · Score: -6.0
Guideline #75: Adhered Low · Score: 4.8
Guideline #76: Adhered High · Score: 7.2
Guideline #77: Not Applicable · Score: 0.0
Guideline content only available in Baymard Pro – Get Full Access

Page Design

6 Guidelines · Score: 12.0

Guideline #78: Adhered High · Score: 12.0
Guideline #79: Violated High · Score: -12.0
Guideline #80: Adhered Low · Score: 4.8
Guideline #81: Violated High · Score: -7.2
Guideline #82: Adhered High · Score: 7.2
Guideline #83: Adhered High · Score: 7.2
Guideline content only available in Baymard Pro – Get Full Access

User Attention & Interactions

6 Guidelines · Score: 49.0

Guideline #84: Issue Resolved · Score: 16.7
Guideline #85: Violated Low · Score: -6.0
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
Guideline content only available in Baymard Pro – Get Full Access

Cross-Sells

4 Guidelines · Score: 40.7

Guideline #90: Issue Resolved · Score: 16.7
Guideline #91: Issue Resolved · Score: 12.0
Guideline #92: Adhered High · Score: 12.0
Guideline #93: Not Applicable · Score: 0.0
Guideline content only available in Baymard Pro – Get Full Access

Form Design & Features

8 Guidelines · Score: -12.0

“Broken” Performance
Guideline #94: Violated Low · Score: -8.4
Guideline #95: Issue Resolved · Score: 16.7
Guideline #96: Neutral · Score: 0.0
Guideline #97: Violated Low · Score: -6.0
Guideline #98: Violated High · Score: -14.4
Guideline #99: Violated High · Score: -12.0
Guideline #100: Adhered High · Score: 7.2
Guideline #101: Adhered High · Score: 4.8
Guideline content only available in Baymard Pro – Get Full Access

Validation Errors & Data Persistence

6 Guidelines · Score: 21.5

Guideline #102: Violated High · Score: -19.1
Guideline #103: Adhered High · Score: 19.1
Guideline #104: Violated High · Score: -16.7
Guideline #105: Adhered High · Score: 16.7
Guideline #106: Adhered High · Score: 14.4
Guideline #107: Adhered Low · Score: 7.2
Guideline content only available in Baymard Pro – Get Full Access

Address Validators

4 Guidelines · Score: 0.0

Guideline #108: Not Applicable · Score: 0.0
Guideline #109: Not Applicable · Score: 0.0
Guideline #110: Not Applicable · Score: 0.0
Guideline #111: Not Applicable · Score: 0.0
Guideline content only available in Baymard Pro – Get Full Access

Field Labels & Microcopy

7 Guidelines · Score: 13.2

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: Violated High · Score: -12.0
Guideline #117: Not Applicable · Score: 0.0
Guideline #118: Violated Low · Score: -3.6
Guideline content only available in Baymard Pro – Get Full Access

Field Design & Features

8 Guidelines · Score: -41.9

“Broken” Performance
Guideline #119: Violated High · Score: -16.7
Guideline #120: Violated High · Score: -12.0
Guideline #121: Violated High · Score: -12.0
Guideline #122: Violated High · Score: -12.0
Guideline #123: Neutral · Score: 0.0
Guideline #124: Adhered High · Score: 7.2
Guideline #125: Violated Low · Score: -3.6
Guideline #126: Adhered High · Score: 7.2
Guideline content only available in Baymard Pro – Get Full Access

Default Values & Autocompletion

8 Guidelines · Score: 37.1

Guideline #127: Adhered High · Score: 16.7
Guideline #128: Adhered High · Score: 14.4
Guideline #129: Issue Resolved · Score: 14.4
Guideline #130: Violated 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
Guideline content only available in Baymard Pro – Get Full Access

All 50 sites were benchmarked across the 134 guidelines from the E-Commerce Checkout usability study. During our evaluation, HP's checkout process adhered to 54 usability guidelines, violated 46, and scored neutral on 4 occasions, while a remaining 32 guidelines weren’t applicable.

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

To read each guideline and review your own sites, you’ll need to get full access.

Industry Comparison: Electronics & Office

Overall HP ranks 44 when comparing their checkout UX performance against the 49 other major US e-commerce sites in the benchmark, and ranks 9 in the Electronics & Office industry.

Poor
Acceptable
Good

2. Staples

6. Newegg

7. Apple

9. HP

“Broken” Performance
“Broken” Performance

11. Dell

“Broken” Performance
Close overlay