New My Account area confusing customers
B
Ben
We have had several reports from customers that the new my account area is confusing on mobile, including a customer in store that very regularly shops with us online who said they could not access their order history any more online and said that the area just kept getting them to reset their password, which they had proceeded to do several times.
I can see what our customers mean.
In the new My Account area the page you are presented when logged in just has "Update Personal Details" and "Update Password". The customer assumes that the menu icon in the top right is the standard menu for the website (not a menu specific to the account area).
I would suggest that the pages/tabs (such as Order History) are displayed/linked on page rather than behind a hamburger menu.
S
Scott
Yes I agree, UX fail.
C
Chris K
Yes, I've spotted this issue as well and completely agree. On mobile, when you tap 'Login to My Account', the hamburger menu appears at the top of the page - but clicking it does nothing until you're actually logged in. It seems unnecessary to display it at that stage.
Once logged in, it prompts you to update your details right away. Additionally, when you tap the hamburger menu, the underlying page remains visible beneath the overlaid menu, making it tricky to navigate the original content. As someone with a background in front-end UI development, I find this confusing. A quick fix could involve a bit of CSS to hide the underlying page temporarily. In the longer term, consider loading the menu as the initial screen after login, allowing users to select their desired section before proceeding to a clean page without the menu overlay.
Adding back buttons on each mobile page would also improve usability for on-the-go browsing.