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Billing / payment step
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Billing / payment step

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Featured ideas šŸ¦„Ā are rare ideas you may not have seen before ;-)

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Note that these examples refer to non-Shopify sites that have more flexibility over their checkout UI, except for those highlighted in orange. A dedicated Shopify section is coming soon!

šŸ’”Ā Ideas and tips

Increase perceived security

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Use ā€œSecure Paymentā€ as the step heading
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User testing by Baymard Institute supports the fact shoppers feel anxiety in checkout and want assurance their information is secure — particularly at the Payment step. Abercrombie cleverly combines ā€œSecure Paymentā€ heading copy with a lock icon for double reinforcement (most checkouts just call this step Payment or Billing).

🩳 Abercrombie’s subtle but clever Secure Payment header helps ease shoppers’ anxiety around submitting financial information

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Add a shaded box to the payment form
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Research by Baymard Institute found that — for whatever reason — users find payment forms that ā€œvisually encapsulateā€ credit card fields are perceived as more secure (in other words, make it look visually distinct from other checkout step forms and elements). You may have noticed, Shopify applies this to its default checkout. šŸ¤·šŸ½Ā So….why not try it?

šŸ‘—Ā Lulu’s applies a shaded field behind the credit card input form to visually separate it from other elements

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šŸ¤”Ā Note the shading multiple sections doesn’t have the same effect

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Use the Norton trust seal (seriously)
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Research by Baymard Institute found online shoppers perceive the Norton security seal as the most trustworthy badge — by a landslide:
Source:
Source: Baymard Institute
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Make sure you place it at the point where shoppers have the most anxiety — the credit card input field itself.

šŸ‘•Ā JCPenney displays its Norton seal proximal to the credit card input field — a long standing best practices (vs. placing it out of the user’s eye path

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šŸ¦„Ā Place security assurance with credit card input fields
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Using ā€œpoint of action assurancesā€ as close to the area of anxiety has long been a conversion best practice. In the case of payment forms, this means the credit card input fields:

šŸ‘•Ā JCPenney displays its Norton seal proximal to the credit card input field — a long standing best practices (vs. placing it out of the user’s eye path

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šŸ‘ Ā Just Fab’s Secure Payment has a pop of color and helpful microcopy, but may be overlooked by users. They could A/B test this against alternate placement, mocked up (below):

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Test a home-grown trust seal
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Baymard found a totally made up trust seal performs better than most commercial seals (except Norton). Experiment with lock icons and microcopy:

šŸ‘–Ā Aritzia’s security lock and microcopy may be just as effective as a gawdy trust badge. Test it!

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šŸ‘€Ā Columbia places a creative icon with detailed copy to attract attention near the Continue to Review Order button

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Improve usability

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Show express and alternative payment options first, above the credit card form
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When offering express payment options like PayPal and Visa Checkout, make sure they’re presented early in your flow, not after the credit card form. (Good ideas after the jump)

šŸ‘ŽĀ Presenting an open credit card form first pushes alternative payment options below the mobile fold

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Consider the following design patterns to present payment options first, with icon/color treatment for additional clarity and visbility:

šŸ§˜šŸ½Ā Lululemon presents alternative payments above the open credit card form. Bonus points for adding sub-copy to differentiate the pay later options from PayPal, which also has a pay later option not offered from this site

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🩳 Abercrombie presents one row of colorful icons for its payment options. This saves vertical space and grabs attention

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šŸ‘ŸĀ Foot Locker uses radio buttons with Credit selected by default. This enables mobile users to preview payment methods quickly, but may confuse customers who have not scrolled deep enough to see the exposed form (in a single-page checkout flow)

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šŸ¦„Ā Use microcopy to annotate BNPL details

šŸ§˜šŸæā€ā™‚ļøĀ Lululemon explains the payment schedules for AfterPay and Klarna. This also makes it more clear that the PayPal option is not the split-payment version of PayPal

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Add color to your ā€œShipping address > Billingā€ checkbox

šŸ‘šĀ Colored shading draws more attention to the all-important copy-address-to-Billing checkbox than black-and-white (that fades into the form)

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Compare this to the typical white/black checkbox styling that can be easily glossed over:

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Match credit card fields to credit card sequence
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Physical credit cards all follow the same format: 1234 5678 9012 3456 MM/YY Cardholder Name (CVV on back) User testing by Baymard Institute observed over 33% of users get tripped up when the Name on Card field is presented first. They instinctively start entering info as it appears on the card in their hand, and often erroneously enter their card number in the Name field.

šŸ’„Ā Follow the same formatting as physical credit cards and place the Card Number first, and ask Name on Card last

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Use flexible data input for credit card, telephone and postal code fields
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Via Luke W, your form should accept whatever format your user enters, so long as it satisfies digit length, etc. For example: (555) 123-4444

555-123-4444

555 123 4444

555.123.4444

5551234444

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Use an input mask for credit card and telephone info
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šŸŽ©Ā Hat tip to Josh Morony for creating this gif, and Nick Babich for posting this tip in Smashing Magazine šŸŽ©Ā Want to code this in your site? Check out the CSS Trick Field masking is a technique that helps users format inputted text. A mask appears once a user focuses on a field, and it formats the text automatically as the field is being filled out, helping users to focus on the required data and to more easily notice errors. In the example below, the parentheses, spaces and dashes are applied automatically as the phone and credit-card numbers are entered. This simple technique saves time and effort with phone numbers, credit cards, currencies and more.
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Tailor your input masks for localized context
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Sage wisdom from Baymard Institute: Use localized input masks for ā€˜phone’ and other restricted inputs: ā€Input masks mustĀ work flawlesslyĀ to avoid doing more harm than good. An input mask that doesn’t align with a user’s domestic formatting will often result in an abandonment, as the user can’t complete the form field and hence the checkout.ā€ This requires you to either update the input mask to match the localized format for each affected field (telephone, MM/YY, postal code, etc) — and when in doubt, take it out, and disable the masking for that region.
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Auto-format credit card spaces
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User testing by Baymard Institute finds 23% of users type and verify their credit card info in 4 digit chunks as they carefully copy their numbers from their physical cards. 80% of checkouts Baymard tested do not auto-format input fields with spaces to aid these users. Their article on the topic provides useful tips on how to implement this technically with an input mask, and how to make your mask responsive to credit card types that don’t use the XXXX XXXX XXXX XXXX format.
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Use MM/YY hint text for Expiration Date
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In general, you want to avoid placeholder text inside fields — but card number format and expiration date are exceptions. The XXXX are not details users have to remember, and MM/YY is easy to remember.

šŸ‘–Ā Urban Outfitters shows the required format inside its expiration date field

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Contrast this with a form that places form labels inline — there’s no room for additional hinted context

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Show customers where to find the CVV code (tooltip with illustration)

šŸ‘ Ā Saks Fifth Avenue’s CVV tooltip shows both Visa and AMEX locations with explainer copy

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ā“Guess takes the guesswork out of CVV. It’s larger illustrations are easier to interpret than Saks, above, and clearly calls out the AMEX condition

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šŸ‘–Ā Abercrombie’s large illustrations are clear, with simpler microcopy — but the low contrast design may be less effective than the above examples

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šŸ¦„Ā Put a CVV icon directly in the form (instead of a tooltip)

šŸ‘—Ā Ashley Stewart’s inline icon saves users a click/hover over a tooltip marker. The downside is AMEX users’ code is on the front

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šŸ‚Ā Patagonia combines the same CVV icon with some microcopy for clarity. Make sure these align on the same row in desktop and mobile forms to maintain context

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🧢 It’s harder to determine if the icon relates to the Expiration Year or Security Code fields, at a glance

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šŸ¦„Ā Consider incentivizing account sign up in last step

šŸ‘ Ā DSW knows there’s value in capturing users’ first party data. Guest checkouts display one final step before submitting payment - earn free shipping and a $5 reward

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Alternate payments

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Pay with crypto

🐶 Only a handful of sites accept crypto but if you want to, check out Coinbase plug in

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🫣 Cautions

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Don’t let call to action buttons compete with each other
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Make sure your design system and style guide clearly defines what Primary, Secondary and Tertiary call to action buttons look like, and to what they apply to. Users rely on your design language to communicate what’s the most important thingy to click to get to the next thing they want to do, and they read the page top-down. Does Apply submit the gift certificate only or all the fields above? Is it a required action?

😐 The gift certificate/gift card Apply button is styled exactly the same as Save & Review Order. Most customers will not be tripped by this, but it’s not best practice

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Side note: According to Baymard Institute - you should dump Apply buttons altogether, they notoriously confuse users.
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Don’t hide your PayPal option behind a tab

😬 This example again! So many UX sins in one form. Can you spot the PayPal tab? I’ll give you a minute…

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Don’t use a ā€œunifieldā€
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Any time you break design conventions used by >99% of websites (i.e. visually distinct form fields) you risk confusing customers, introducing unnecessary friction and increasing abandonment. Implement at your own risk!

ā˜ ļøĀ Avoid ā€œunifieldsā€ that merge input fields in one row, with no visual distinction between them. The tooltip won’t save you!

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Don’t split the Expiration Date into 2 fields

ā˜ ļøĀ There’s no reason for splitting Month and Year into 2 drop downs and slowing users down! What’s more - there’s no label indicating these refer to the Expiration Date (though many users will understand)

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Don’t use a ghost field šŸ‘»

😬 This minimalistic design breaks conventions, making it confusing to users. Paired with the additional horizontal lines, it’s easy to conclude that PayPal and Afterpay are the only options

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Don’t use wordy microcopy in your CVV tooltip without illustration

Compared to the good CVV examples above, this tooltip styling is hard to process - light on dark, tiny text + lengthy sentences = 😬

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Don’t include a ā€œChoose credit card typeā€ step

🤨 There’s no need to impose such a step on your valued customers! All forms can auto-detect card types by their first few digits

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Don’t show the coupon box ā˜ ļøĀ DEAD LAST IN CHECKOUT

ā˜ ļøĀ You got them this far, why risk prompting them to abandon checkout to hunt for coupons on affiliate sites that never referred them in the first place?

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Don’t ask for email address ā˜ ļøĀ DEAD LAST IN CHECKOUT

ā˜ ļøĀ Capturing the email address early in checkout allows you to send cart recovery emails. While this isn’t terrible for users, it’s a missed opportunity

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Back to Checkout ideas

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