Top 5 User Testing Tips for Shopping Cart Success

Sep 21, 2013 4:26 PM  By

Tip 2: Test Customer Service Availability

customer-service-availabilitySome shoppers find comfort in the immediate availability of customer support – not just FAQs and knowledgebases, but real people, ready to talk or chat. Sometimes the addition of a phone number, chat button, and/or 24/7 support icon gives some shoppers the confidence to continue checking out – even if they never need support.

How to test it
Ask users whether they know how to get help, and what support method they prefer. Be sure to test this in a variety of circumstances: the browsing experience, shopping cart, checkout, returns, and other store functions.


  • Liz Lynch

    I hate to see someone abandon the cart, but I wouldn’t describe it as heartbreaking. Let’s reserve that for something truly painful, like watching a parent or child suffer, a spouse walking out after 15 years, or even a high school team just missing winning their division. Cart abandon is a challenge, but it’s not heartbreaking.

  • Todd Hyle

    The reason why some are abandoning their shopping cart is some retailers will not disclose the “special sale price” until we enter it to our shopping cart. One marketing ploy is affecting the other.

  • Alon Even

    Thanks for your precious tips.

    I’d like to stress the importance of testing the mobile experience. That is to say,
    companies should measure, understand and improve the user experience on their mobile site and within their apps by using mobile app analytics tools.Using traditional analytics is
    not enough if you want to know WHY your customers abandoned your shopping cart. Visual mobile analytics tools, such as Appsee (, that provide user recordings and heatmaps, enable to see and understand exactly how customers interact
    with your shopping cart, detect what problems they’re experiencing and improve the shopping experience. By improving the shopping experience, companies will increase conversions, engagement and reduce abandonment rate.