Product Type
E-commerce · Web Platform · Checkout & Payments
Engagement Type
UX Friction Audit · Functional Testing · Cross-Device Validation
Background
The e-commerce platform had strong traffic but lower-than-expected conversion rates. The team suspected friction during checkout and payments.
Objective
- Identify conversion-blocking friction
- Validate payment and cart reliability
- Improve confidence during purchase
Our Approach
- Product discovery and cart testing
- Checkout and payment flow validation
- Edge-case testing for failures and retries
- Cross-device and cross-browser testing
Key Findings
- Checkout steps felt heavy
- Payment failures lacked clear recovery paths
- Minor UI inconsistencies caused hesitation
Outcome
- Smoother checkout experience
- Improved clarity during payment failures
- Increased buyer confidence
