New My Account area confusing customers
in progress
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.
This post was marked as
in progress
L
Laura Foster
planned
L
Laura Foster
under review
Hello,
We are currently scoping our changes to the accounts page in order to action this feedback.
We will provide updates in due course.
Thanks!
S
Steven Sproat
The UX on these pages is strange too. Both 'sign in' and 'forgot password' look like links/form input elements instead of buttons, and then when pressing 'forgot password' the button has a different 'arrow' to the one shown on 'sign in'
Creating a new account does validation upon pressing 'create new account' instead of as I'm typing. I need to submit the form to discover that passwords need to be a minimum of 8 chars
J
Judy
This is really interesting, as we have had in excess of 50 calls from customers who cannot get through checkout, and yet when we call Citrus Lime, they are shocked to hear this , as no other retailers are experiencing problems!!!! It almost smells of a Post Office /Horizon scenario. My question is, when all these "upgrades" are made, is there ever a consultation with a cross section of retailers? as we have never been consulted, and are currently really struggling with the new POS system.
C
Chris K
Judy I’d love to be part of a retailer advisory group or beta testing pool - bringing together a range of users from advanced ecommerce teams to sole traders. I really believe that by gathering real-world insights from businesses of all sizes, we can refine the platform properly before any wider rollout.
Neil McQuillan - CEO Citrus-Lime
Hi Chris,
We did run a BETA of the new checkout with a pool of 10 customers, something we’ve been doing for a while with major Cloud POS releases, but this was the first time we’ve done it for eCommerce. Unfortunately, the specific issue you’ve raised didn’t come up during that testing. That said, it’s an area we can certainly improve on moving forward.
Overall, the new checkout — particularly when combined with Adyen — has delivered a 7% increase in order volumes, largely due to enhanced card processing, fraud screening, and higher acceptance rates. That said, I don’t want to give the impression that everything has been seamless; it hasn’t, and I can only apologise to anyone who’s found the experience frustrating.
The eCommerce platform is currently undergoing significant investment, both to improve the existing experience and to weave AI more deeply into the core platform. There are some exciting developments ahead that will help manage content more effectively, improve commercial performance, and reduce the time retailers need to spend time managing their sites. As with any major changes, some features will need refinement over time, but ultimately everyone will benefit from these investments.
In terms of a dedicated “thought leadership” group for eCommerce, we have tried this a few times before. However, the retailers involved often had conflicting priorities, and the groups eventually disbanded to pursue their own individual goals.
The best way to influence the direction of the platform is to contribute feedback here. I read nearly every post and work closely with both the Success Team and Support Team, so sharing your experiences directly helps us better understand what’s needed and ensures your voice is heard.
Thanks again for taking the time to share your thoughts — it really does help us shape the future of the platform.
Best regards,
Neil
S
Scott
Yes I agree, UX fail.
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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.