eCommerce Website

Its riddled with pain points and even a blocker as customers are getting confused over whether they have an account when they have shopped in store, whether a customer rewards account is the same thing - we know it isnt but WHY should they, and just generally a bit of a weak point Please run a hotjar focus on this area or get a group of your clients that DO use hotjar to run a set focus, and throw the results into Claude. You also have Clarity I think so this should be showing these pain points/blocks/loops? The ecommerce platform needs to keep up, and I have said it so many times on here, please get an IN HOUSE UX person, I have been told on here you have one, have asked who it is but radio silence. Having run UX teams this is a critical part of your team, and there needs to be a UX specific board on here as you UX person/team has access to a HUGE amount of potential real world feedback which I am sure a lot of us will give in a pre agreed structured way, and I am 100% certain from posts on here I am not the only one of your clients with a UX mindset and/or experience We want to help you as it helps us ALL :)

Its fantastic to see Citrus Lime making their platform multi national to expand their market, but we still need the platform to help UK customers ship orders to the EU, and using IOSS is currently not supported. This allows retailers to ship INCLUDING VAT and then customers do NOT need to pay import tax, duty and processing fees. As this is something that some couriers are now insisting on due to the amount of rejected, delayed and returned shipments, could we please have this ability, as judging by the communications from the likes of Royal Mail, as some point this may be a requirment, and using IOSS makes UK retailers far more attractive to EU customers, without having to resort to eBay and the associated costs.

"Star Buys" is not an accurate description for what are essentially "Special Offers" can the name be changed?

We'd like to fully change the C&C emails, so they match our branding and we can change the wording to match our style of emails. could a template be put into communication templates and we can use that instead (or integrate into Omnisend?)

UX lab testing I attended and helped conduct determined that 1) there should always be a guest checkout option 2) account holders will often use it if they can’t remember their password, and even use a different email if needed 3) that the wording should be “ Checkout as Guest” and the “industry standard” of “Continue as Guest” was second Ours is “continue without signing in” That is a higher cognitive load and does NOT confirm the customer won’t have to create account as clearly as other options. Please can you vote this up to be changed, it is proven and reduced cognitive load on any element of the checkout process that also confirms the choice being made simply is a win. Scott Former UX (former might be because I was always wrong of course :) )

Any chance of having alt-image tag editing at some point? It isnt just high up the SEO best practice list, but like all other aspects of SEO it evolves, and not only are they still relevant according to Google as recently as 4 months ago, but you should also be able to edit them as good SEO research spots new opportunities. If they cannot be editable, product images should at least have the product name on the main image, but I cannot see this when I scrape my site? With Google trying to leverage conversions from the image search pages, its pretty important if its not already present! And you get (allegedly) a free page boost for following accessability best practice too.

Google LOVES a comparison table. The problem is, currently we cant use the table tool in the CloudMT editor as we get it looking great, push it live and its a garbled mess so we have to resort to an image instead with zero SEO benefit! Please can the style stripping function be modified or the table styling be permitted via css so that we can actually use this tool and get a good Google SEO win too!

I do wonder who signs off on the UX for the website. Again Citrus Lime decide to design something that is markedly different to most other websites, is harder to use and provides no benefit at all. Is it design for design sake? Using the postcode lookup UX on checkout gives a pop up, with addresses in blocks or cards, in no particular order unless it's a house number and for postcodes with lots of potential matches further pages to navigate through. For one address I tested there were 3 pages of addresses to scan through! It's particularly bad for work addresses or house names rather than a standard street with numbered properties. Image attached is the example for Citrus Lime's Manchester office. 2 pages in no order that I can tell. Using the postcode lookup should provide a drop down "choose your address" after search - in line rather than pop up, sorted numerically & alphabetically. Better still like most large sites, see Argos, M&S etc the address populates as you type, no search icon or further steps, again sorted logically. Simplicity, familiarity and less frustration are key to a good checkout experience.

Is it possible to preserve scroll position when a customer returns to a Find & Filter results page using the browser back button? Currently, customers can scroll through a collection, view a product, then press back and be returned to the top of the page rather than where they left off. This creates friction and makes browsing large collections frustrating. Remembering scroll state is standard on many ecommerce sites and should help increase product discovery, page views, and conversion by making it easier for customers to continue shopping. Is this something that can be implemented?

Currently the delivery/shipping options are before the payment options at the checkout but some customers are trying to select the delivery options and don't realise they have to scroll down the page to the payment options first, why not allow them to select even if it does nothing or jump top the payment options so they can progress. screenshot is of a desktop view but its more of a problem on a mobile.