These articles are based on observations and test findings from our usability research on e-commerce account and self-service features and design.
The ‘Order Returns’ Experience is Critical for Customer Retention — Yet 54% of E-Commerce Sites Have a Returns Interface with Substantial Usability Issues
Self-Service UX: Integrate All Order Tracking Info and Events Within the E-Commerce Site Itself (56% Don’t)
Self-Service UX: Distinguish Primary from Secondary Paths in the ‘My Account’ Drop-Down (71% Don’t)
Self-Service UX: Promote In-Store Returns Alongside Mailed Return Options
Self-Service UX: ‘Cards’ Dashboards Must Be Highly Consistent and Appropriately Styled
New Research Findings on ‘Accounts & Self-Service’ UX
Self-Service UX: Have a ‘Cancellation Requested’ Order State
Tip: head to the archive to see all 246 Baymard articles.