Ux Playbook for Retail

Proprietary + Confidential
Collection of best practices to delight your users

Proprietary + ConfidentialProprietary + Confidential
Ecommerce playbook at a glance
Creating frictionless experiences across the funnel
After looking at several hundred retail sites, we realized that there were certain universal UX elements
that helped create a frictionless shopping experience. This list aims to expand on the 25 Retail
Principles and provide a checklist for improving your mobile site experience across 6 key site areas:
Menu &
navigation
Search
Category /
product
Home /
landing page
Conversion
Form
optimization

Clear CTA above the fold
Have descriptive CTAs
Clear benefit-oriented value
prop above the fold
Don’t use full page interstitials
Remove automatic carousels
Display top categories on
homepage
Use legible font sizes
Use social proof
Have a value prop at every
point in the funnel, including
category and product pages
Allow users to sort/filter large
number of products easily
Add urgency elements
Have price info above the fold
on product pages
Have secondary CTAs that
facilitate x-device, like wishlist,
email or call
If large number of products,
add reviews
Show consolidated menu
If foot traffic is important,
include a store locator button
in the menu
If calls are important, include
click-to-call at the top of every
page
Keep menu options on one
page
For main product categories,
order by traffic volume. If
using subcategories, organize
alphabetically
Include post sales activities in
the menu
Don’t redirect into checkout
after adding to cart
Limit your exit points at
checkout
Use pagination or a progress
bar if more than 2 steps in
conversion flow
Re-iterate value prop at
conversion point
Allow users to continue on
another device by emailing or
saving for later
Allow checkout as guest
Add value prop around why
someone should create an
account
Mark required fields with an
asterisk
Use inline validation
Use autofill
Reduce number of fields
(remove optional fields, use
full name instead of first/last,
hide company and address
line 2 by default, hide billing by
default)
Use correct keypads
Don’t use dropdowns for
inputs with < 4 options,
instead opt for buttons
Use steppers, sliders, or open
field input for numerical entry
rather than large dropdowns
Include search
Make search visible
Use auto-suggestions
Implement spelling correction
Always return results
Include previous or top
searches
Ecommerce playbook at a glance
Creating frictionless experiences across the funnel
Menu & navigation Search Category / productHome / landing page Conversion Form optimization

All recommendations
should be A/B tested!

What can we learn
from “Best-In-Class”

Problem to solve: Does my site provide what the user wants?
❏ Clear CTA: Search
❏ Clear Value proposition: 1) order today, collect tomorrow
❏ Consolidated menu with hamburger and cart
❏ Location icon to drive foot traffic
❏ Top categories on homepage
❏ Legible font sizes
❏ No revolving carousels
❏ No full page interstitials
Further optimizations: label icons in the menu
Homepage best-in-class (large inventory): Boots

Problem to solve: Does my site provide what the user wants?
❏ Consolidated nav bar with easy to find menu
❏ Clear, easy to find CTAs
❏ Benefit oriented value prop -- ‘$95/pair’
❏ Top categories/ways people would shop-- Sunglasses/eyeglasses,
men/women
❏ Has other key actions like find a location, learn more
❏ Has key contact information at the bottom of the page
❏ Non-intrusive app banner
Further optimizations: Label icons in the menu, don’t use ghost buttons
Homepage best-in-class (specialty): Warby Parker

Problem to solve: Can my user browse their interests quickly and easily?
❏ Menu options kept on single page
❏ Post sales actions like ‘Register’ and ‘Signin’ are included above
the fold in menu
❏ Initial categories ordered by traffic volume
❏ Subcategories ordered alphabetically
❏ Easy to move back
❏ Bonus: Uses dynamic menu rather than expanders
Navigation best in class: Net-a-Porter

Problem to solve: Can my user browse their interests quickly and easily?
❏ Menu options kept on single page
❏ Post sales actions like ‘Register’ and ‘Sign-in’ are included
above the fold in menu
❏ Initial categories ordered by traffic volume
❏ Easy to move back or out of menu
❏ Bonus: Uses dynamic menu
Further optimizations: Label icons in the menu, make sure animations
meet RAIL standards
Navigation best in class: Macy’s

Problem to solve: How do I help my user find what they’re
looking for quickly?
❏ Search bar is visible
❏ Uses typing suggestions-- both products and categories
❏ Uses auto-correct for common spelling mistakes
❏ Always returns results
❏ Shows previous searches
Further optimizations: Label icons in the menu, make sure animations
meet RAIL standards
Search best in class: Sephora

Problem to solve: How do I help my user
find what they’re looking for quickly?
❏ Search bar is visible
❏ Uses typing suggestions-- both products and categories
❏ Shows recent searches and trends
❏ Shows previous searches
❏ Uses auto-correct for most misspellings
Further optimizations: label icons
Search best in class: Staples

Problems to solve:
● Can my users find a product to fit their needs?
● How can I continue their interest if they don’t
want to convert in the moment.
❏ Value prop is at every step of the funnel
❏ Ability to filter/sort results on search and category pages
❏ Number of results returned for category/searches
❏ Product and pricing info above the fold on product pages
Secondary CTAs for wishlist (heart) and find in store
❏ Readable product descriptions
❏ Since larger number of products, have reviews
Category/Product best in class: Sephora

❏ Value prop is at every in cart (15% off)
❏ Can edit quantity or ‘save for later’
❏ Checkout as guest is possible
❏ Give value prop around why users should create an
account and that they can register after checkout.
❏ Exit points limited once on forms
❏ Use pagination for multi-step checkout process
Problems to solve:
● How do I make the buying process as easy as
possible?
● If a user doesn’t want to convert in the
moment, how do I get them to do so later?
Cart/Conversion best in class: Petco

Problem to solve:
● How do I make the buying process as easy as possible?
● If a user doesn’t want to convert in the moment, how do
I get them to do so later?
❏ Can edit quantity in cart
❏ Facilitates x-device with ‘Move to Wishlist’, ‘Pickup
Instead’, as well as ‘Email My Bag’
❏ Checkout by guest as default
❏ Exit points limited once past cart
❏ Shows checkout is secure
❏ Use pagination for multi-step checkout process
❏ Uses descriptive CTAs like ‘Choose Shipping Rate’
rather than ‘Continue’ or ‘Next’, which gives users a
expectations around next steps
Cart/Conversion best in class: Zumiez

Problem to solve: How do I help users pay quickly and easily?
❏ Reduced number of fields -- First and last name consolidated,
no second address line
❏ Don’t make user input password twice
❏ In-line validation (green dots)
❏ Notification if a field is skipped
❏ Auto-fill used
❏ Address info uses Google Places API to autofill 5 shipping
fields
❏ Credit card field doesn’t expand until clicked into
❏ BIlling is shipping by default
❏ Customer service contact capabilities at the bottom
Form optimization best in class: (Single Page): Warby
Parker

Problem to solve: How do I help users pay quickly and easily?
❏ Exit points limited after cart
❏ Reduced number of fields -- No second address line, no optional info
❏ Auto-fill used
❏ In-line validation (section turns green)
❏ Address info uses Google Places API to autofill 5 shipping fields
❏ Credit card fields use correct keypads
❏ BIlling is shipping by default
❏ Value prop around ‘free shipping & returns’ at bottom
❏ Customer service contact capabilities at the bottom
Form optimization best in class: (Single Page): ThredUp

Problem to solve:
How do I help users pay quickly and easily?
❏ Exit points limited after cart
❏ Pagination at top so that the user understands
progress and can move backwards/forwards
❏ Calls out security at top of page
❏ Customer service info at the bottom with hours
❏ Address lookup
❏ Uses inputs rather than dropdowns for options
with 2 choices (payment, delivery)
❏ Uses correct keypads
Form optimization best in class: (Multi-Step): Zalando

Homepage / Landing Page

Playbook at a glance
Creating frictionless experiences across the funnel (RETAIL)
Section Homepage/Landing Page Ease of implementation Impact Key Metric
Key suggestion Clear CTA above the fold Easy High Clicks on CTA, Bounce rate
Have descriptive CTAs Easy Medium Clicks on CTA, Bounce rate
Clear benefit-oriented value prop
above the fold
Easy High Bounce Rate, CVR
Don't use full page interstitials Easy High Bounce Rate
Remove automatic carousels Easy High Bounce Rate
Display top categories on
homepage
Medium High Bounce Rate, Clicks on category
Use social proof Easy Medium CVR
Use legible font sizes (16px+) Easy High Time on site

warbyparker.com tuftandneedle.com nest.com
Display a clear CTA above the fold (specialty retail)

amazon.com asos.com nike.com
Display a clear CTA above the fold (large inventory)

warbyparker.com tuftandneedle.com nest.com
Have descriptive CTAs (not next, shop, continue)

BettingExpert.com tweaked the form copy (headline & button
text), led to an increase of 33% in membership sign-ups
Original: Sign Up
Test: Sign Up & Get the Best Daily Tips
Research:
● Contentverge.com, 7 Universal Conversion
Optimization Principles Report
● Good UI- loss aversion vs gains for CTAs
● Good UI- benefit vs task buttons
Benefit oriented call-to-actions

sephora.com target.com westelm.com
Display a clear benefit-oriented value prop above the fold

adiamor.com forever21.com asos.com
Don’t use full page interstitials

novica.com macys.com asos.com
Remove automatic carousels, instead opt for user initiated

Carousels can be perceived as banners and therefore will be
ignored. The user should always be in control.
Automatic image sliders or carousels on homepage should be
avoided or the frequency should be decreased.
○ Reason #1: Human eye reacts to movement
(and will miss the important stuff)
○ Reason #2: Too many messages equals no message
○ Reason #3: Banner blindness
Research:
● Conversion XL
● ClickZ
● Widerfunnel
● NN Group
● Erik Runyon
Research shows that carousels rarely work

googleplaymusic @kehlani provides all the Bay
Area musical goodness we could have hoped for
in our new podcast series, #CitySoundtracks…more
boots.com lulus.com victorianplumbing.co.uk
Show top categories on homepage

petco.com asos.com crutchfield.com
Show top categories on homepage

crutchfield.com tuftandneedle.com poshmark.com
Use social proof

Menu & Navigation

Section Menu & Navigation Ease of implementation Impact Key Metric
Key suggestion Show consolidated menu Medium High Pages/visit increase
If calls are important, include
click-to-call at the top of every page
Easy High Clicks on icon
If foot traffic is important, include a
store locator button in the menu
Easy High Clicks on icon
Keep menu options on one page Medium Medium Pages per visit
For main product categories, order
by traffic volume
Easy Medium Pages per visit
If using subcategories, organize
alphabetically
Include post sales activities in the
menu

boots.com zumiez.com victorianplumbing.com
Show consolidated menu (less than ⅕ of page)

casper.com arrow.com
If calls are important, include phone icon/number in menu

charlestyrwhitt.com hay.com sephora.com
If you have a physical store, include store locator icon in header or menu

charmingcharlie.com zumiez.com
Additional: store location examples

dobell.co.uk farfetch.com sephora.com
Keep the menu on one page, use a dynamic menu or expanders

dobell.co.uk netaporter.com patagonia.com
Include post-sales actions like customer service in the menu

netaporter.com farfetch.com macys.com
Consider implementing a dynamic menu that allows for better visual hierarchy

warbyparker.com sephora.com patagonia.com
Additional: dynamic menu examples

cos.com moo.com lyst.com
Bonus: consider a floating menu that sticks as users scroll

wordery.com fandango.com glossier.com
Bonus: consider bottom-down navigation

Search

Key suggestion Include search Hard High % traffic w/ searches, cvr
Make search visible Easy High % traffic w/ searches, search depth
Use auto-suggestions Medium High
Bounce rate on traffic w/ searches,
search depth
Implement spelling correction Medium Medium
search depth
Always return results Medium Medium
search depth
Include previous or top searches Medium Medium
search depth

wordery.com charmingcharlie.com lyst.com
Feature a prominent search bar

petco.com amazon.com zalando.com
Prominent search (users that search are 200% more likely to convert on average)

Results:
Changing search placement – Replacing the
search icon with a search box aimed to enable
users to locate the search function more easily.
Increased usage 43% on desktop, 13% on mobile
Full case study link
Before
Search Icon
After
Sticky search bar
Case Study: LYST

● 22% of searches give zero results
● 85% of searches don't return what the user is looking for
● 80% will abandon the website
Case studies:
● Lyst
● Mango
● Luisaviaroma
If not used correctly site search can lead to bad user experience
Research: https://conversionxl.com/6-essential-principles-designing-high-converting-site-search-results/

farfetch.com hunterboots.com homedepot.com
Use auto-suggestions

asos.com zalando.com wayfair.com
Implement spelling corrections

Results:
Improved search-- Implemented algorithm to correct
for typos and show results among other changes.
● 4.5% uplift in mobile conversion rate
● 3.85% rise in mobile revenue
Full case study link
Before: No typo correction After: Automatic correction
Case Study: MANGO

ao.com rei.com patagonia.com
Always return results

Results:
Improving search results- by adding an algorithm that returned product results without an exact match.
Increased page views 15%
Case study link
Case Study: LYST
Before: No typo correction After: Automatic correction

m.staples.com diy.com
Include previous or past searches

Category/Product

Key suggestion
Have a value prop at every point in
the funnel, including category and
product pages
Easy High cvr, exit rate after add to cart
Allow users to sort/filter large
number of products easily
Medium High bounce rate on category/search pages
Make sure filtering is useful High High
Add urgency elements High High cvr
Display price info above the fold on
product pages
Easy High Add to cart, cvr, bounce rate
Make sure product descriptions are
readable
Easy
If large number of products, add
reviews
High High time on site, cvr

Include value prop at every step of the funnel, including category & product pages

whsmith.com asos.com petco.com
Enable users to easily sort/filter for products

amazon.com asos.com petco.com
Make sure filtering is useful

whsmith.com target.com thursdayboots.com
Have price info above the fold on product pages

juniqe.com lyst.com rei.com
Add urgency elements

Research
source: http://conversionxl.com/how-to-increase-sales-online-the-checklist/
Urgency is a powerful motivator, if done well.
There are 3 ways to create urgency:
● Quantity limitations (Only 3 tickets left at this price)
● Time limitations (Discounted tickets until July 1st)
● Contextual limitations (Father’s Day is coming, get a gift now)

Highlighted urgency - By showing on
product pages items selling quickly
Result: 17% increase in CVR
Case study link
Before After
Case Study: LYST

thursdayboots.com revolve.com asos.com
Make sure product descriptions are readable (use bullets, easy to skim content)

junique.com rei.com gap.com
Reiterate value prop at conversion point

crutchfield.com target.com rei.com
Bonus: if large number of products, add reviews

rei.com asos.com zumiez.com
Bonus: add secondary CTAs for additional conversion actions

wayfair.co.uk warbyparker.com zalando.co.uk
Bonus: match browser elements to your brand (info how, research)

Conversion

Conversion checklist
Section Conversion Ease of implementation Impact Key Metric
Key suggestion Don't redirect into checkout after adding to cart Medium High pages/visit, cart size, AOV
Re-iterate value prop (typically free shipping) in
the cart
Easy Medium CVR, exit rate
Allow users to update their carts (change
quantity with steppers, remove)
Medium Low CVR, exit rate
Allow users to continue on another device by
emailing or saving for later
High High
cross device conversions,
track as micro-conversion
Limit your exit points during the conversion flow Medium High CVR, exit rate
Allow checkout as guest Medium High CVR, exit rate
Let users sign up/sign in with social Medium Medium CVR, exit rate
Add value prop around why someone should
create an account
Easy Medium Signup rate, exit rate
Use pagination or a progress bar if more than 2
steps in conversion flow
Medium High CVR, exit rate
Have descriptive CTAs Easy Low CVR, exit rate

lyst.com revolve.com asos.com
Don’t redirect after adding to cart, instead use a modal with options

Lyst: Upgraded the add-to-cart process- Adding pop
out add to cart rather than redirecting to cart page
● 4% higher average order value
Additional info:
● Give users the option to
○ keep shopping (x out or keep shopping button)
○ view bag
○ or checkout directly
Before
User redirected to the cart
After
Add-to-cart notification
Case Study: LYST

What they did
● Moving delivery date options to the start of the checkout
process
● Adding a “continue to checkout” call to action in the
basket at the bottom of the checkout
● Automatically determining the customer’s credit card
type rather than having users select from a drop-down
● Matching field length to the length of the input
● Exposing title options through segmented controls
● Using labels instead of placeholders for form fields
● Enlarging the “save” call to action and making it more
noticeable by adding contrast
Results
● Transactions via mobile grew 51%
● Mobile CVR improved 14%
● Drop-offs from order confirmation page dropped by 21%
Case study link
Before After
Case Study: AllYouNeedFresh

zumiez.com ao.com rei.com
Facilitate x-device movement in the cart

hunterboots.com ao.com lyst.com
Bonus: upsell in cart

Of users will abandon the
checkout if a retailer does not
offer guest checkout.
35%
Source: Baymard Institute:
https://baymard.com/blog/ecommerce-checkout-usability-report-and-benchmark

crutchfield.com michaelkors.com patagonia.com
Allow checkout as guest

mango.com petco.com novica.com
Add value prop around why create an account

VS.
Additional: don’t make users confirm account info

Let users sign up with social accounts
92% of users give up if they don’t
remember a username or password.
Source: Blue Research, The Value of Social Login, 2013. N=600

Sign up new users with just one tap, without interrupting them with
a sign-up screen. Users get a secure, token-based, passwordless
account on your site, protected by their Google Account. More info.
Sign in users automatically when they return to your site on any
device or browser, even after their session expires. More info
Automatic sign-inOne tap sign-up
Consider integrating Google identity one tap sign up (2-4x higher sign-up rates)

Detect & Save Autofill next time
Bonus: use credential manager API (aka smartlock) to reduce failed sign in later

Why:
● Most popular password (2015): 12345
● 2nd most popular: password
● 3rd most popular: 123456
8 billion assisted sign ins per month
Works across devices
What:
● Saves password to browser
● Auto-signs in returning users
Google Developers implementation docs:
● Streamlining the sign-in flow using credential manager
API
● Integration guide
Research: goo.gl/9FwBh4
Password
Forgot password?
Login
LOGIN
Don’t have an account?
Sign up!
Did I use that?
$%&§”%$?!
Most likely!
Yes, but which one?Email address
Use credential manager API (aka smartlock) to reduce failed sign in
later

juniqe.com petco.com ao.com
Limit exit points during conversion flow
(only allow uses to go to homepage, back to cart or contact support… NO menu)

juniqe.com petco.com ao.com
Use pagination if more than two steps in conversion flow

Try Upfront Progress instead of starting at zero
source: https://goodui.org/#42
There is more motivation for getting things done the closer we are to completion
Research

zumiez.com schuh.de ao.com

What they did:
● Moving delivery date options to the start of the
checkout process
Results:
Case study link
Before After

Show summary
before the
checkout
Once confirmed, show
what happens next

Google’s Payment Solutions

Hundreds of millions
of cards on file
Saved to Google
Accounts
Ready to pay
The new Google Pay

Logged in and ready to pay
One API that enables web & app
Integrate in under a week
Available globally
Checkout in a few clicks
Higher conversion rates
Future proof
No fees
A better way to pay

At paymentDirectly on product page At guest checkout
Can enable at earlier or later in the flow

We've found sustainable Google
Pay growth with its share of
Android App orders up 30% weeks
after our promo ended. (Fandango)
Customers who had Google Pay
selected as their payment type were
65% more likely to complete their
booking flow. (HotelTonight)
Since integration, 68% of Google
Pay transactions were driven from
new users; and 24% of these new
users chose to create an account
with B&H. (B&H)
Customer AcquisitionCustomer RetentionConversion Uplift
What our partners are saying

Make sure your processor is supported by the Google Pay API.
From your Shopify admin, go to Settings > Payment providers.
1. In the section for your credit card payment provider, click Edit.
2. in the Accelerated Checkouts section, select Google Pay.
3. Click Save.
4. Your customers can now use Google Pay to check out on your store.
How to Activate Google Pay:
Integrating with Shopify

Form Optimization

Section Form Optimization Ease of implementation Impact Key Metric
Key suggestion
Use inline validation
& autofill
Medium Medium Form completion
Reduce number
of fields
● Remove optional fields
● Use full name instead of first/last
● Hide company and address line 2
● Check billing as shipping by default
Medium Medium Form completion
Don't use dropdowns for
inputs with < 4 options,
instead opt for buttons
Easy Easy Form completion
Use steppers, sliders, or
open field input for
numerical entry rather
than large dropdowns
Easy Easy Form completion
Use correct keypads Easy Easy Form completion

Typing on
mobile is hard

In-line validation In-line validation Autofill
Use inline validation & autofill

Use full name
Use Google Places
Autocomplete API (link)
Check billing as
shipping by default
Reduce the number of fields

27% of users abandon orders due to a “too long / complicated checkout process”.
Best performing e-commerce sites have 6-8 fields, total of 12 form elements.
Average retail checkout flow has 14.88 form fields.
Optimize forms:
1. Use Full name field, lose the title.
2. Default Billing = Shipping address.
3. Collapse Address Line 2 + Company Name behind a link.
Full research.
Reduce number of checkout fields

What they did:
● Moving delivery date options to the start of the
checkout process
Results:
● Drop-offs from order confirmation page dropped by
21%
Case study link
Before After

VS.
Before After
Don’t use drop downs if less than 3 options

VS.
Use the correct keypads (phone, zip, credit card)

source: https://goodui.org/#14
Ensure that the correct input type is used

What they did:
● Moving delivery date options to the start of the checkout
process
type rather than having users select from a dropdown
Results:
Case study link
Before After

Thank You

Ux Playbook for Retail

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