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Case Study 07: UI/UX Testing in eCommerce platform



Background: UI/UX is important in eCommerce development because it directly impacts the overall user experience and customer satisfaction. The application's success depends on how it allows the users to interact with it in a user-friendly way. A well-designed user interface associated with a better user experience enhances customer satisfaction. A well-designed UX/UI improves navigation, reduces friction, increases conversions, and builds brand loyalty. The role of UI/UX testing for eCommerce websites will be discussed in today's article. The purpose of this testing was not merely focused on finding out bugs. The team focused on pointing out the improvements based on their industry experience to keep the client's website in the top position among their competitors.



Strategy: The eCommerce platform employed a multi-phase strategy to test and enhance its UI/UX.


  • Analysis of the user requirements:

The team had discussions with the stakeholders to understand the target audience's types, needs, preferences, and pain points including competitors. Wireframes and prototypes designed by the development team were reviewed thoroughly and doubts were clarified in the initial stage. As the website was live for a reasonable time, the team could analyze the customer's complaints received so far. It was a really good step to have a better idea about the real users. That analysis helped to know about the confusions the end users had even though some functionalities were already available in the website.


  • Analysis of the metrics:

The results of A/B testing conducted by the client were analyzed thoroughly. They have done it for some key pages such as the homepage, product pages, and checkout process page with the changes of colors, navigations, and user interfaces. Along with that, the metrics they have taken for click-through rates, bounce rates, and conversion rates are also analyzed. It helped us to have a better idea about the end user's preferences. The heatmaps they used to identify patterns, popular features, and drop-off points also helped the team to do the analysis. Based on their metrics such as Cart Abandonment Rate, the team gave priority for respective functionalities such as the 'Check out' function to see how the QAs can suggest the necessary improvements.



Challenges and Solutions: Testing the UI/UX aspects of the website does not bring us challenges. We considered the analyzed challenges and pain points of the client. When the team started the testing, the client had addressed some challenges. But QA perspective points have missed out. So, we addressed those points by testing the website with a mix of QA and end-user views and pointed out our suggestions for necessary improvements.


  • High Cart Abandonment Rate was one of the challenges they had. At the time we tested the system, they had reduced the number of steps of the Checkout process. However, they did not address some issues in the Checkout process. Not keeping the given delivery information in the cache was one issue they had. So, if the end-user wanted to amend the cart items and return to the checkout process, it created additional steps for them. Basically, the end user had to enter all the delivery information again when coming back to the Checkout page. Therefore, we suggested many improvements for this functional area as some solutions to overcome this challenge.


  • Product search difficulties

The team noticed that the product search functionality was not sufficient for end users to get the required products though it was implemented with some filters. As the solution, the team suggested some search mechanisms including a predictive search feature along with a product comparison feature to let the user compare the product's features on one page.



  • Navigation Difficulties

Even though some features were available on the website, some were not available to find out and navigate easily. Advanced search filter was one of them and it was available under another option called "More". Even though it keeps the UI clean with fewer links, it was a hidden feature. Additional product information with promotional elements was the other. As the solution, the team suggested to bring them to the UI in effective ways. Apart from that, there were some inconsistencies across the navigations. Some navigations exist as breadcrumbs while others exist inside the images. So, the team addressed all these inconsistencies to enhance the navigation.



  • Mobile Usability Issues

This challenge exists from our end. Even though some features worked and looked well on the browsers, they did not look well on the devices. Elements positions and overlapping issues, alignment issues, and font inconsistencies were encountered by the team. Fixing these bugs in one device, raised similar bugs on the other devices. Therefore, the team had to conduct multiple test rounds to take it to a stable version. As a solution, the team implemented a responsive design approach to ensure the platform was fully optimized for mobile devices.



Conclusion: The UI/UX testing and subsequent improvements led to significant positive outcomes.

The case study demonstrates the pivotal role of UI/UX testing in the success of an eCommerce platform. By understanding user needs and continuously iterating on design improvements, the platform was able to provide a superior user experience that translated into higher conversions, greater customer satisfaction, and increased loyalty. The results underscore the value of investing in comprehensive UI/UX testing as an integral part of eCommerce development strategy. Through meticulous research, testing, and implementation, eCommerce platforms can significantly enhance their performance and achieve long-term success. Finally, all these efforts help remove the friction points and increase user experience.

Some of the world's leading eCommerce retailers like Amazon and Shopify used continuous and thorough UI/UX testing.


As you know, Amazon changes user interfaces by improving the navigations and implementing new elements. Their strategies are focused on the customer's experience.




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