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Musician’s Friend’s Checkout UX

This is a usability benchmark of the checkout experience of Musician's Friend and 49 other sites. The overall performance of Musician's Friend is mediocre.

Musician's Friend's checkout in particular suffers from usability issues caused by mediocre Customer & Address Information, poor Field Labels & Microcopy, and poor Gifting Flow & Features. That said, their checkout performs well within Cross-Sells.

Rank: #27 of 50

Usability Score: 325

URL: musiciansfriend.com

Reviewer: Lauryn Smith

Poor
Acceptable
Good

Overall Checkout UX Performance

134 Guidelines · Score: 325

Shopping Cart & “Added to Cart” Behavior

10 Guidelines · Score: 38.3

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: Neutral · Score: 0.0
Guideline #9: Adhered High · Score: 12.0
Guideline #10: Violated High · Score: -12.0
Guideline #11: Adhered Low · Score: 6.0
Guideline #12: Violated Low · Score: -6.0
Guideline #13: Violated High · Score: -9.6
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Account Selection & Creation

9 Guidelines · Score: -4.8

“Broken” Performance
Guideline #14: Adhered High · Score: 16.7
Guideline #15: Violated High · Score: -16.7
Guideline #16: Violated Low · Score: -8.4
Guideline #17: Neutral · Score: 0.0
Guideline #18: Adhered Low · Score: 6.0
Guideline #19: Adhered 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: 31.1

Guideline #23: Violated Low · Score: -8.4
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: 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
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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: -2.4

“Broken” Performance
Guideline #40: Adhered High · Score: 16.7
Guideline #41: Adhered High · Score: 14.4
Guideline #42: Violated High · Score: -12.0
Guideline #43: Violated High · Score: -12.0
Guideline #44: Violated High · Score: -9.6
Guideline #45: Not Applicable · Score: 0.0
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: Adhered High · Score: 12.0
Guideline #52: Adhered Low · Score: 7.2
Guideline #53: Not Applicable · Score: 0.0
Guideline #54: Not Applicable · Score: 0.0
Guideline #55: Not Applicable · Score: 0.0
Guideline #56: Adhered Low · Score: 4.8
Guideline #57: Violated Low · Score: -4.8
Guideline #58: Not Applicable · Score: 0.0
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Credit Card Form

10 Guidelines · Score: 53.8

Guideline #59: Adhered High · Score: 16.7
Guideline #60: Violated High · Score: -16.7
Guideline #61: Adhered Low · Score: 8.4
Guideline #62: Adhered High · Score: 12.0
Guideline #63: Issue Resolved · Score: 12.0
Guideline #64: Violated Low · Score: -6.0
Guideline #65: Adhered Low · Score: 6.0
Guideline #66: Adhered High · Score: 9.6
Guideline #67: Adhered High · Score: 7.2
Guideline #68: Adhered High · Score: 4.8
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Order Review

5 Guidelines · Score: -6.0

“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 Low · Score: 6.0
Guideline #73: Violated High · Score: -9.6
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Order Confirmation & E-Mail

4 Guidelines · Score: -4.8

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

6 Guidelines · Score: 8.4

“Broken” Performance
Guideline #78: Violated High · Score: -12.0
Guideline #79: Violated Low · Score: -6.0
Guideline #80: Adhered Low · Score: 4.8
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: 43.1

Guideline #84: Issue Resolved · Score: 16.7
Guideline #85: Adhered High · Score: 12.0
Guideline #86: Violated 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: 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
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Form Design & Features

8 Guidelines · Score: 65.8

Guideline #94: Adhered Low · Score: 8.4
Guideline #95: Issue Resolved · Score: 16.7
Guideline #96: Adhered High · Score: 16.7
Guideline #97: Neutral · Score: 0.0
Guideline #98: Adhered High · Score: 14.4
Guideline #99: Adhered High · Score: 12.0
Guideline #100: Violated High · Score: -7.2
Guideline #101: Adhered High · Score: 4.8
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Validation Errors & Data Persistence

6 Guidelines · Score: 7.2

“Broken” Performance
Guideline #102: Violated High · Score: -19.1
Guideline #103: Issue Resolved · Score: 19.1
Guideline #104: Violated High · Score: -16.7
Guideline #105: Adhered 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: 17.9

Guideline #108: Adhered High · Score: 14.4
Guideline #109: Adhered Low · Score: 7.2
Guideline #110: Violated Low · Score: -3.6
Guideline #111: Not Applicable · Score: 0.0
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Field Labels & Microcopy

7 Guidelines · Score: 17.9

Guideline #112: Violated Low · Score: -9.6
Guideline #113: Adhered High · Score: 16.7
Guideline #114: Adhered High · Score: 12.0
Guideline #115: Violated High · Score: -9.6
Guideline #116: Adhered 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: -14.4

“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: Adhered High · Score: 12.0
Guideline #123: Adhered High · Score: 7.2
Guideline #124: Adhered High · Score: 7.2
Guideline #125: Violated High · Score: -7.2
Guideline #126: Issue Resolved · Score: 7.2
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Default Values & Autocompletion

8 Guidelines · Score: 43.1

Guideline #127: Adhered High · Score: 16.7
Guideline #128: Adhered High · Score: 14.4
Guideline #129: Issue Resolved · 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: Violated 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, Musician’s Friend’s checkout process adhered to 64 usability guidelines, violated 38, 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: Sports, Toys & Hobbies

Overall Musician’s Friend ranks 27 when comparing their checkout UX performance against the 49 other major US e-commerce sites in the benchmark, and ranks 4 in the Sports, Toys & Hobbies industry.

Poor
Acceptable
Good

1. Disney

4. Musician's Friend

5. REI

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