Online Marketing Manager at LexisNexis
09 December 2008 17:04pm
On every online checkout process that I can think of the steps order is:
However, during a current process redesign a business manager has asked me if the "I have read the T&Cs" be moved to the previous step so that the final step simply becomes a matter of a static page of the details previsouly filled in and click to complete.
Now, the fact that nobody else does it this way makes me nervious! Can anybody give me any reasons why this is a bad idea.
eCommerce Strategic Development Manager - Global at Electrocomponents / RS Components
10 December 2008 09:07am
T&C are traditionally on the very last step so that is what customers are used to, it's a clear flag that the next button you click submits/confirms the order. Therefore you run the risk of confusing customers into thinking that this earlier step is the final page before confirmation - and then not proceed any further.
Customers may realise that not all details have been filled in, but nowadays there are so many 'express' checkouts that reduced length of checkout with saved details is not that unusual. May not happen - but my fear would be early inadvertant abandonment leading to lost orders and confused customers when nothing turns up.
Usability Specialist at Freelance
17 December 2008 17:42pm
I'm not convinced this is a problem. it sounds like the last page is a just a confirmation page. Sounds like good practice to me.
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