UX Pain Point / BLOCK // Online account set up for an in store customer who doesnt know what we do about cloud account vs customer rewards vs in store | Voters

UX Pain Point / BLOCK // Online account set up for an in store customer who doesnt know what we do about cloud account vs customer rewards vs in store

Scott

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 :)

July 15, 2026

Crib Goch Outdoor World

This manifests itself as Emails and phone calls from customers concerned that they're about to make a mistake or lose their points, or most commonly customers contact us saying they can't login. I'd agree it's a UX pain point but it's also a customer service time drain as we have to hand hold people through orders, sometimes even sending payment links and adjusting their rewards account.

I'd also say it would be great if we could at least see the status of a customers account as we currently cannot see whether they have registered an account or not. There's no distinction to guest checkout or registered account. This would help us be certain with next steps to resolve "trouble logging in / can't use my points" enquiries, which we get each day.