How to Perfect Your Ecommerce Checkout Process & Flow to Reduce Abandonment
The expansion of online shopping has made ecommerce the first stop for most customers. To make the most of customers buying on your ecommerce site, improve conversions, and reduce checkout abandonment, you need to perfect your checkout.
To do this effectively, you’ll need to understand how customers behave at each step and develop strategies to improve the checkout process. Luckily, this article will help you optimize your checkout flow and keep customers on track. To make this accessible and easy to digest, we’ve broken the information down into the following sections:
- What are the standard checkout process steps?
- Why you’re losing sales & people are ditching your checkout
- Best practices to nail the ecommerce checkout flow design
To start, let’s examine the essential steps of an ecommerce checkout process, and then dive into why customers are abandoning checkout. Once we have a clear understanding of that, we can move on to methods for optimizing an ecommerce checkout.
What are the standard checkout process steps?
The checkout process is the series of steps a customer follows through to purchase the items in their shopping cart on an ecommerce store. This includes every step that a customer goes through to proceed through to checkout. An ideal checkout flow will have a smooth, frictionless user experience.
The typical checkout process for a customer is:
shopping cart > billing info > shipping info > shipping method > preview order > payment > confirmation
Digital products and goods won’t require shipping information or shipping method, as you’ll download what you’ve purchased. However, these steps can easily be removed and the checkout steps remains mostly the same. Ecommerce stores will require shipping details and methods to be input.
All checkouts have the same essential steps, whether they are part of a single page checkout, multi-page checkout, or even a more complicated checkout process. Below are the 7 essential steps any ecommerce checkout will contain:
1. Initiate checkout
Checkout begins when the customer leaves the shopping cart to proceed to checkout. This is done through a call to action button, typically labelled “checkout,” “buy now,” or something similar. Once a customer has engaged with this option, they are initiating the payment process and advancing to checkout.
2. (Optional) login or signup
If you have members, subscribers, or some other login portal for repeat customers, a login or sign-in is an important part of the checkout. If you haven’t let them sign in prior to checkout, make this an early stage in checkout. This step will save customers steps #3 and #4. Even if you offer a login, you should always allow guest checkout.
3. Billing information
An essential part of any checkout is choosing the payment method and entering billing details. Form fields should be intuitively designed to fit all required billing information, and billing details should be one of the final steps of the checkout process.
4. Shipping information
One of the main draws of ecommerce is getting things delivered to your door. Collect shipping information, ideally with a streamlined set of form fields. Create a checkbox with “Shipping address same as billing address” pre-checked.
5. Shipping method
When customers are inputting shipping details, it’s a good idea to request the shipping method. Make it easy for your customer by collecting these pieces of information together. When possible, provide as much variety in shipping methods as possible, so customers can choose the delivery method they prefer.
6. Preview order
Once customers have filled out their information, many checkouts then let them preview their order. Display as much relevant information as you can, including order subtotals, taxes applied, delivery fees, and total cost. You’ll also want to include product details, such as quantity, item name, and a short description. When possible, make this available throughout the entire checkout flow for the customer’s reference.
7. Payment confirmation
Often on the ‘preview order’ screen, the final step involves confirming the order and completing the payment. This call to action should be prominent, as it finalizes the sale. This is the end of your funnel, and you should capitalize on customers that have proceeded to this step, capturing the sale.
Why you’re losing sales & people are ditching your checkout
There are various reasons why customers abandon checkout, many of which are common to ecommerce stores. Some will be more relevant to you and your business, while others may not be as impactful. Ultimately, work to improve each reason, focusing on the ones that bring you the best results.
To help you find the causes of checkout abandonment on your platform, here are some main reasons for checkout abandonment as per Baymard Institute’s statistics drawn from 41 separate cart abandonment rate studies:
- Extra additional charges – Unexpected or additional costs added at the time of checkout almost always deter customers or at the very least cause them to second guess their purchase.
- Forced account creation – Demanding customers create an account or register with their service creates added steps to finish checkout, and in some cases actually turns away a potential guest or one-time customer.
- Non-inclusive shipping options and pricing – Customers that get to the checkout only to find that their preferred shipping method is not available or is too costly may cause them to change their mind and abandon purchase.
- Overly complex checkout – Customers are looking for a smooth, fast, efficient checkout, often purchasing online for the convenience. An overly complicated checkout process fails to provide the ease, speed, and convenience customers are seeking for ecommerce transactions.
- Errors and crashes – While small errors are understandable, significant performance issues, errors, and crashes cause users to lack trust in your service or seek a service that provides a better user experience and interface.
- Security and protection – Having a safe and secure checkout is a cornerstone of any ecommerce platform. Customers will not enter personal, shipping, or billing information into a service they don’t trust will keep their information safe.
- Performance and load times – The overall performance of your service plays a big part in whether customers rely on your ecommerce store. Keeping load times for your checkout pages fast and responsive is important for keeping customers interested in buying on your platform.
- Missing payment options – Inadequate payment options is a major reason customers leave checkout. Customers want to pay with their preferred method, and in some cases only have certain methods to pay with. The less options you have available, the lower your conversions will be.
Best practices to nail the ecommerce checkout flow design
Knowing why customers are abandoning checkout and keeping them from leaving are two very different things. You need to start with an understanding of the causes of abandonment to be able to effectively build a checkout flow that addresses – and solves – these problems, allowing you to work towards checkout optimization.
To help you address the issues you are having head on, we’ve broken these best practices into 3 main categories:
- Making the checkout process faster
- Designing your page to entice buyers
- Preventing customers from leaving at the last minute
Making the checkout process faster
Online shoppers are seeking a convenient, smooth, seamless process that saves them time and effort. To make this possible, checkouts need to be fast and efficient for customers. This includes checkout page load times, number of steps, and the difficulty of navigating the pages on a mobile device.
Here are some strategies for improving the speed of your checkout:
1. Simplify, simplify, and simplify some more
Customers shopping online are looking for a straightforward and convenient experience. To give them this, continuously simplify your checkout process, eliminating any unnecessary steps, reducing the number of form fields, and saving customers precious time. The simpler you can make the entire checkout flow, the easier it is for customers, and the more conversions you will see.
2. Offer guest checkout
Forcing a customer to create an account or register at the time of checkout is one of the worst things you can do. It creates an obstacle for the customer when they are about to complete a sale. Instead, offer customers the option to checkout as a guest on your ecommerce site, making it more accessible for all customers, especially new visitors. This also speeds up the process for those that simply want to breeze through checkout.
3. Auto-fill addresses and validate them in real-time
Integrate a software tool that enables addresses to be autofilled and validated as they are being input. This will make checkout faster and simpler for customers, but will also ensure accuracy of the address details your customers are inputting. This saves you time on validating an address, and clears up confusion about the address they should be billing or shipping to.
4. Allow social sign-in
If you require – or prefer – customers sign up or register for your service, allowing customers to connect via their social media accounts can help make the process faster and simpler. This saves them creating an account and inputting their personal information, and instead, allows them to connect an account that already confirms and verifies this information.
Designing your page to entice buyers
Designing an optimal checkout page means considering everything from the beginning to the end of the checkout flow. Design and development is a constant process, and you will want to make adjustments as they make sense to improve the design. Over time, you’ll optimize your checkout page design to reduce checkout abandonment and drive more sales.
Below is a selection of best practices for designing your ecommerce store to motivate buyers to complete checkout:
1. Indicate checkout progress
Use a progress indicator to easily identify to customers what stage or step of checkout they are on. This shows customers how far they’ve come, and what stages are ahead, guiding them along in the process. This makes checkout simple to follow, and gives the customer an idea of how much longer the checkout will take to complete.
2. Prioritize mobile user experiences
The majority of ecommerce customers are now shopping on their mobile devices. To capture this audience, it’s essential to develop and design your mobile UX to be as seamless and smooth as possible. Follow best practices when it comes to checkout development, so customers get the same experience across devices.
3. Summarize cart contents and order details
Display a full summary of all order details including product, payment, and shipping information. Giving customers the ability to review their order prior to finalizing payment is essential for giving them a clear picture of the order. If possible, you should display this throughout the entire checkout process, but it is a must for the end of checkout before a customer finalizes payment.
4. Use visuals to simplify process
Whenever possible, use visual indicators rather than text. We process visual cues much faster, which helps shoppers retain information quicker. The faster your customer can understand the process and the cues they are being given, the easier they can complete checkout. This makes for a better user experience for the shopper, and leads to higher conversions for you as a retailer.
5. Simplify the checkout process
The checkout process should be as few required clicks and steps as possible. A checkout modal overlay over a cart page is an excellent way to do this. You can also keep things to a single page, optimizing a one page checkout, which can greatly reduce checkout abandonment.
6. Guide users through order forms using microcopy
Microcopy refers to the short descriptions (in a tiny font) that help explain what each form field requests. You can use this microcopy to provide more information to the customer at different stages of the checkout flow. Giving customers the information they need exactly when they need it makes it easier for them to follow along. For those that know what to input, they can skip microcopy and speed up their process.
7. Make your value clear to visitors
Remind customers about the value that you provide, whether that be the exclusivity of your product or service, or the personal touch that your service gives customers. Consistently remind customers of the value they are getting out of this purchase to motivate them to complete the purchase through your store.
8. Test, review, adapt, repeat
Perfecting your checkout is an ongoing process, and you should integrate analysis and improvements as a regular part of product development. Consistently track analytics, test the performance of your site, monitor the impact of your campaigns and updates, and consistently improve your product through each iteration.
Preventing customers from abandoning at the last minute
Despite doing many things right, customers still abandon checkout right when they are poised to buy. While it may seem that you’ve done everything up to that point, the final moments before the sale are crucial to finalizing it.
These are some of the main strategies for capturing the sale when customers are poised to buy, and how to reduce your checkout abandonment rate:
1. Employ clear call-to-actions
Funneling customers to a point of purchase requires a lot of effort (and often, budget) on your part, including marketing, product development, distribution channels, and more. Once customers are in the checkout process, you want to capitalize as much as possible. Establish clear call-to-actions that lead your customer towards completing their purchase.
2. Use error notifications
Clearly indicate errors throughout the checkout steps if possible, automating form field validation for your order forms. These help guide the user through the process, ensure the accuracy of the information being input, and help you validate the information you get from customers as they check out.
3. Offer multiple payment options
The more payment options you can provide a potential customer, the better. While many customers will choose a method of payment available, some customers will leave if their preferred method of payment is not available. Offer as many payment methods as you can, adding more as they become viable for you.
4. Display trust signals
Providing adequate security is essential for keeping customers in checkout. For customers to feel confident in the security your service provides, prominently display security and trust signals throughout the checkout process. This will give customers confidence that their financial information is protected.
5. Be careful about using discount boxes
Providing a box for a discount code to be applied at checkout is great for customers that have a code. For those that don’t, the discount box is an indication that they may be missing out. These customers may go to Google, your site, or somewhere else to try to look up a code. Once they leave, they may not return to complete the sale, feeling that they could get a better offer.
Avoid integrating a discount code box at checkout for customers who haven’t indicated they have one, or at least make the option less prominent. The goal is to have customers without a discount code ignore it, and for those who do have a discount code to seek it out and find it. If nothing else, provide a discount code to all customers so that they will continue through to checkout.
6. Ask customers to register after checkout
We’ve already addressed providing guest checkout as a way to speed up checkout, but we cannot stress enough that you should never force account creation prior to a customer being able to checkout. This directly blocks their process, adds a step, and makes it more difficult and time-consuming to purchase. Instead, consider following up with a customer, requesting that they sign up or register with your service after the sale has been made.
7. Connect users to customer support
Connecting customers to support – whether that be a knowledge base, an online chat, a call center, or some combination of the above – can make the difference between an abandoned sale and a conversion. Analyze why customers are leaving your checkout, and implement ways of connecting customers to the support they need in that situation to help mitigate abandoned checkouts.
Rather than building an ecommerce checkout process yourself, rely on an optimized, streamlined, and frictionless checkout system. Bolt’s checkout platform is designed with customers in mind, making it easy to enter information, follow through each step, and complete payment.
Their technology uses a number of variables to detect and prevent fraud, protecting you as a retailer as well as the customers purchasing through your store. With a 100% fraudulent chargeback guarantee, you can rely on Bolt to protect your shoppers so you can focus on providing incredible products and services to your customers.