Shopping Cart Flow

Why should you use this template?

Shopping cart abandonment is one of the biggest barriers to success in online shopping. This template will help you weather the storm so you can maintain and improve sales efforts.

Use this template to evaluate your shopping cart’s adherence to best practices, identify weak points in your conversion funnel, and improve the UX of your online shop today!

Depending on the complexity of your system, you may want to expand testing efforts to incorporate any external tools involved. 

Your consumers already have a thousand and one reasons to abandon their shopping cart, don’t let a clunky user flow be the final nail in the coffin.

Testing Outcomes:

• Gain a critical eye of your experience’s strengths and weaknesses.
• Exceed user expectations for what it means to shop online.
• Consider external factors that can affect your customer’s motivations and behaviors.

Organization Benefits

• Increase your chances of finding the events that lead to cart abandonment.
• Get the upper hand over your competitors by providing a seamless experience from product selection to purchase.

Test Questions

1. How often do you typically add items to your cart?
   Likert Scale
   Use this likert question to kick off the evaluation of a shopping cart flow by starting with participants’ understanding of their own actions.
2. Click where you would go next if you were ready to purchase this item.
   Click Test
   The click test can be used to look for points of abandonment throughout the full cart flow.
3. What would you most likely do next?
   Multiple Choice
   When there is a snap decision to be made by participants, see what their next most likely move is.
4. Click where you would go to see the items you have selected for purchase.
   Click Test
   A combination of click tests and multiple choice questions keeps the survey interactive for participants while maintaining the visual context.
5. What are you most likely and least likely to do on your cart page?
   MaxDiff Question
   Once you are at the conversion point, you want to remove all distractions for participants. MaxDiff questions are great for identifying any unnecessary actions on the page.
6. Click where you would go when you are ready to purchase all items in your cart.
   Click Test
   Validate the usage of your cart flow by taking participants all the way to the end. Use as many click directives as you need, or create a Figma prototype for a more direct interactive experience!

Additional Questions

• “What would’ve convinced you to complete the purchase of the item(s) in your cart?”
• “What was your biggest fear or concern about purchasing from us?”
• “If you did not make a purchase today, can you tell us why not?”
• “Do you have any questions before you complete your purchase?”
• “Is there anything preventing you from completing your purchase?”
• Why didn’t you complete your purchase? 
• What would have convinced you to complete your purchase?
• What was your biggest concern about purchasing from us?
• Do you have any questions before checking out?
• Is something preventing you from checking out?
• “We’re sorry to see you go. Can you please let us know how to better assist you?”