You’ve worked hard to attract visitors to your ecommerce website. You’ve put a ton of time and money into selecting and developing your products, making your marketing copy speak directly to your best prospects, and making the path to purchase clear and simple.
One thing remains.
If those visitors don’t make it through your checkout process to finalize the purchase, none of the rest really matters. The success of your ecommerce website rises and falls on how many sales you make, not on how many people you can attract to your site.
According to the Baymard Institute, the average documented online shopping cart abandonment rate is over 69 percent. Some sites see as many as eight of every ten visitors move items to the cart, but leave without buying.
Can you see the opportunity here? How much money did your company invest last year on getting more traffic – both paid and organic? How much did you pay for website “improvements”? And how much went to specifically optimizing your online checkout process?
Not much, right?
In this article, we’ll show you how to turn more of your existing visitors into customers. We’re going to cover 25 checkout process optimization tactics you can put to work today.If you’ll do that, your cart abandonment rate will drop and sales will rise.
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What is a checkout process anyway?
The checkout process encompasses the specific steps a consumer must take when completing an ecommerce purchase. The checkout process is the grand finale for an ecommerce website. It is where the prospect finalizes choices about the product, selects any add-ons, confirms shipping options, then provides payment.
No part of ecommerce stands alone. The visitor’s journey from awareness to interest, then on to desire and purchase, consists of a series of decisions visitors make based on the path you’ve provided. A failure anywhere on that journey means the loss of the sale.Dropping the ball during the checkout process is like a football team getting to the opposing team’s goal line, then failing to score. All of the effort it took to move that far goes unrewarded.
Checkout process design varies according to the strategy in play for each ecommerce business. We’re going to show you the top 25 practices we’ve found to be most effective.
The process typically follows this flow:
If you can boost your checkout completion rate by even five or ten percent, you can make a significant difference in your return on investment.
25 ways to score at checkout process design optimization
Much of checkout process optimization work is focused on eliminating distractions so shoppers can focus on finding and buying the item or items they’re searching for. It’s critical to make sure all necessary information is available and that the consumer understands the stages of the checkout process. Make it simple and make it easy. The checkout process begins at product selection and continues on to the confirmation email. To illustrate the concept, we’ll use an actual Office Depot order (file folders).
Here are 25 key insights regarding the process as a whole:
- Set expectations. Show visitors what to expect during checkout. Never make them guess. Confusion is your enemy; clarity is your best friend. Use simple graphics.
- Show progress. Use a progress bar, accordion design feature, or other tool to show shoppers the steps they need to take to complete checkout and where they are in that process at every step along the way.
- Don’t require shoppers to register before check out. Registration is a big source of friction on websites. Offer a guest checkout procedure so your users enjoy a smoother experience. And ideally only ask for this once they’ve completed the order.
- Capture the buyer’s email early in the process. That will allow you to follow up with an email campaign aimed at saving the sale and building a tighter relationship with the prospect.
- Keep the back button fully functional. Many people use the back button on their browser to ‘undo’ any actions they’ve taken on a site. If the back button does anything other than that, it could create additional friction.
- Keep customers on the same domain. Directing them away from one site to another causes disorientation and increases distrust.
- Display trust signals throughout the checkout process. We usually recommend against putting credit card logos on the footer of every page of your site. Instead, we recommend including them and other trust signals on relevant pages of your checkout process.
- Consistently remind visitors of your value. Highlight benefits like free shipping, easy returns, and your concern for their security while shopping.
- Keep it simple. Reduce or remove the header and footer on checkout pages to help remove distractions.
- Reduce alternative navigation at checkout. Be careful with this one though. This is most effective once you have already created a great checkout flow. If you do it before, consumers will feel trapped or lost and will simply leave altogether if they can’t easily return to the store.
- Provide real-time support (live chat). A little hand-holding can reassure prospects and help remove any lingering doubts.
- Prevent shipping cost surprises. The easiest way to do this is to offer free shipping. If that’s not an option, consider a zip code/shipping calculator on the ‘Review’ page or flat rate shipping clearly stated on the product detail page.
- Be transparent about inventory. Inform shoppers plainly about stock levels and delivery times.
- Provide clear action items. Make “Add to Cart” the most obvious next action on every product detail page.
- Display cart contents plainly and make it easy for shoppers to make changes to their selections.
- Incentivize the purchase. Show complimentary items and coupon codes on the shopping cart review pages, but not anywhere else.
- Give ample product detail. Provide photos, specifications, and links for the items in the cart.
- Maximize efficiencies. Include the “Use billing address” option for shipping field to reduce extra input.
- Use data validation and autocomplete to speed up the checkout process and reduce input errors.
- Provide payment options. What types of options do your best prospects want? Include each of those.
- Ask for card info last. Shoppers will be more inclined to complete this section after everything else is finalized.
- Don’t be pushy. Offer account creation for guest checkouts on the Thank You page, not before. You already have the customer’s name, shipping address, and email address. All they really need to do is provide a password and opt in as a site member.
- Follow up with a confirmation email to finalize the transaction.
- Downplay coupons. If you bring too much attention to your coupon field, visitors will end up leaving your site to find coupons and fail to return.
- Make next steps clear. Use color differentiation to make Next Step buttons stand out. Make the entire process absolutely simple to grasp and easy to perform (we can’t stress that principle enough).
- Keep the shopping cart open. Give shoppers a way to keep shopping during the checkout process without having to start the journey over again. If they want to add another item… let them!
Online Checkout Process Design Is a Crucial Consideration
Your checkout process isn’t the only part of your path to sales that needs consistent optimization consideration, but it’s certainly one of the most crucial parts of the process which is often overlooked.
Conversion rate optimization is an ongoing process. Develop ideas, make a change, test to see how it affects sales. Keep going. Eventually, you’ll discover that optimization can not only be fun and enlightening – it can pay off big in return on investment.
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