"Save Delivery Address" stopping customers and abandoning checkout. | Voters

"Save Delivery Address" stopping customers and abandoning checkout.

Crib Goch Outdoor World

We're getting customers saying:
"I'm trying to checkout an order for delivery to the Inverness area but it won't let me, is there an issue with this postcode?"
It appears the recent update to the checkout has led to some very confusing messaging. There's a button that reads "Save Delivery Address" that must be clicked before delivery options show. Can this be changed to read "Save Delivery Address to Proceed" or "Select Postage Option" ASAP.
Does it even need to be a clickable action??

5 days ago

Ben Allen

Thanks for your feedback, and for flagging the impact this is having having. We’re in the process of collating feedback on the checkout post the recent update, with the view of rolling out updates in an upcoming release.

Before then, we can change the button text as you have described. Of your two suggestions, I think “Save Delivery Address to Proceed” is the clearer option.

Crib Goch Outdoor World

Ben Allen Happy to go ahead with "Save Delivery Address to Proceed"

Scott Hargrave

Ben Allen the tick was the main issue, we got that removed. In what UX world does someone put a CTA on a business critical page with a tick already showing on it?! We lost orders over this - luckily 3 customers contacted us to warn us. Ours is fixed, but I just dont get it! Its still not perfect.

I used to spend literally WEEKS in UX labs testing business critical pages like these with test groups, Citrus Lime needs to set up a similar testing lab at one of the local univesities as thats what I ended up doing when I worked with a high street retailer and the small cost involved getting critical pages tested to breaking point - and the shock we experienced with how some users managed to completely destroy weeks of work - in a good way - was money well spent.

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