Benchmark Overview

CVS’s E-Commerce UX

This is a case study of CVS’s e-commerce user experience (UX) performance. It’s based on a full-performance review of more than 550 design elements. 59 other sites have also been benchmarked for a complete picture of the e-commerce UX landscape

CVS’s On-Site Search performance is poor. Some of CVS’s biggest on-site search usability issues are due to poor Results Logic & Guidance, broken Search Query Types, and broken Search Autocomplete.

CVS’s Cart & Checkout performance is mediocre. Some of CVS’s biggest checkout usability issues are due to broken Focus and Data Input. That said, their checkout performs great within Flow.

Poor
Acceptable
Good

On-Site Search: 49 guidelines · Score: -16.8

Search Query Types: 12 guidelines · Score: -80.6

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Guideline #333 Neutral · Score: 0.0

Guideline #334 Violated High · Score: -53.7

Guideline #340 Violated Low · Score: -16.8

Guideline #335 Violated Low · Score: -16.8

Guideline #337 Not Applicable · Score: 0.0

Guideline #341 Not Applicable · Score: 0.0

Guideline #344 Adhered High · Score: 47.0

Guideline #399 Violated High · Score: -33.6

Guideline #338 Violated High · Score: -33.6

Guideline #347 Not Applicable · Score: 0.0

Guideline #342 Adhered High · Score: 26.9

Guideline #398 Not Applicable · Score: 0.0

Search Form & Logic: 10 guidelines · Score: 107.4

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Guideline #336 Not Applicable · Score: 0.0

Guideline #346 Adhered High · Score: 40.3

Guideline #349 Violated High · Score: -33.6

Guideline #407 Adhered High · Score: 47.0

Guideline #339 Issue Resolved · Score: 33.6

Guideline #343 Not Applicable · Score: 0.0

Guideline #351 Adhered High · Score: 33.6

Guideline #348 Violated High · Score: -26.9

Guideline #350 Adhered High · Score: 13.4

Guideline #352 Not Applicable · Score: 0.0

Search Autocomplete: 7 guidelines · Score: -60.4

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Guideline #359 Violated High · Score: -40.3

Guideline #404 Not Applicable · Score: 0.0

Guideline #361 Violated High · Score: -20.1

Guideline #356 Not Applicable · Score: 0.0

Guideline #369 Not Applicable · Score: 0.0

Guideline #368 Not Applicable · Score: 0.0

Guideline #363 Not Applicable · Score: 0.0

Results Logic & Guidance: 8 guidelines · Score: -47.0

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Guideline #358 Violated High · Score: -47.0

Guideline #362 Violated High · Score: -47.0

Guideline #370 Violated High · Score: -40.3

Guideline #367 Not Applicable · Score: 0.0

Guideline #355 Adhered High · Score: 20.1

Guideline #394 Issue Resolved · Score: 33.6

Guideline #365 Issue Resolved · Score: 33.6

Guideline #371 Not Applicable · Score: 0.0

Results Layout & Filtering: 12 guidelines · Score: 63.8

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Guideline #382 Violated High · Score: -33.6

Guideline #379 Issue Resolved · Score: 53.7

Guideline #386 Issue Resolved · Score: 47.0

Guideline #381 Neutral · Score: 0.0

Guideline #377 Adhered High · Score: 33.6

Guideline #376 Violated High · Score: -53.7

Guideline #403 Violated Low · Score: -23.5

Guideline #393 Violated High · Score: -33.6

Guideline #406 Not Applicable · Score: 0.0

Guideline #378 Adhered High · Score: 33.6

Guideline #401 Not Applicable · Score: 0.0

Guideline #402 Adhered High · Score: 40.3

Cart & Checkout: 63 guidelines · Score: 309.8

Data Input: 15 guidelines · Score: -193.6

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Guideline #1 Violated High · Score: -62.0

Guideline #2 Violated High · Score: -46.5

Guideline #3 Violated Low · Score: -23.2

Guideline #4 Violated Low · Score: -23.2

Guideline #5 Adhered High · Score: 31.0

Guideline #6 Violated High · Score: -31.0

Guideline #7 Violated High · Score: -15.5

Guideline #8 Issue Resolved · Score: 23.2

Guideline #9 Violated High · Score: -23.2

Guideline #10 Violated High · Score: -23.2

Guideline #11 Violated High · Score: -15.5

Guideline #12 Adhered High · Score: 15.5

Guideline #13 Not Applicable · Score: 0.0

Guideline #14 Issue Resolved · Score: 15.5

Guideline #15 Violated High · Score: -15.5

Copywriting: 8 guidelines · Score: 92.9

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Guideline #16 Adhered High · Score: 62.0

Guideline #17 Adhered Low · Score: 23.2

Guideline #18 Issue Resolved · Score: 46.5

Guideline #19 Violated Low · Score: -19.4

Guideline #20 Violated Low · Score: -19.4

Guideline #21 Violated High · Score: -31.0

Guideline #22 Adhered High · Score: 15.5

Guideline #23 Adhered High · Score: 15.5

Layout: 15 guidelines · Score: 108.4

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Guideline #24 Violated Low · Score: -27.1

Guideline #25 Adhered Low · Score: 27.1

Guideline #26 Adhered High · Score: 54.2

Guideline #27 Adhered High · Score: 38.7

Guideline #29 Violated Low · Score: -19.4

Guideline #30 Issue Resolved · Score: 38.7

Guideline #31 Violated High · Score: -46.5

Guideline #32 Adhered Low · Score: 11.6

Guideline #33 Adhered Low · Score: 11.6

Guideline #34 Adhered Low · Score: 11.6

Guideline #35 Not Applicable · Score: 0.0

Guideline #36 Violated Low · Score: -7.7

Guideline #37 Violated High · Score: -15.5

Guideline #38 Issue Resolved · Score: 15.5

Guideline #39 Adhered High · Score: 15.5

Navigation: 8 guidelines · Score: 131.7

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Guideline #40 Issue Resolved · Score: 46.5

Guideline #41 Adhered High · Score: 46.5

Guideline #42 Issue Resolved · Score: 46.5

Guideline #43 Not Applicable · Score: 0.0

Guideline #44 Violated High · Score: -31.0

Guideline #45 Adhered High · Score: 31.0

Guideline #46 Violated High · Score: -23.2

Guideline #47 Adhered High · Score: 15.5

Flow: 7 guidelines · Score: 174.3

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Guideline #48 Adhered High · Score: 54.2

Guideline #49 Not Applicable · Score: 0.0

Guideline #50 Issue Resolved · Score: 54.2

Guideline #51 Adhered Low · Score: 19.4

Guideline #52 Violated Low · Score: -15.5

Guideline #53 Adhered High · Score: 31.0

Guideline #54 Issue Resolved · Score: 31.0

Focus: 10 guidelines · Score: -3.9

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Guideline #55 Adhered High · Score: 62.0

Guideline #56 Violated High · Score: -62.0

Guideline #57 Violated High · Score: -38.7

Guideline #58 Violated High · Score: -38.7

Guideline #59 Violated Low · Score: -19.4

Guideline #60 Adhered High · Score: 38.7

Guideline #61 Issue Resolved · Score: 38.7

Guideline #62 Adhered High · Score: 31.0

Guideline #63 Not Applicable · Score: 0.0

Guideline #64 Violated High · Score: -15.5

All 60 sites were benchmarked across the 610 guidelines. During our evaluation, CVS’s e-commerce site adhered to 342 usability guidelines, violated 213, and scored neutral on 87 occasions, while a remaining 34 guidelines weren’t applicable.

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

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