BEST BUY • 2024
OVERVIEW
The goal of this project was to improve the cart and checkout experience on BestBuy.ca, ensuring a more consistent, seamless, and optimized purchase flow across pickup and delivery options. The project aimed to reduce friction, increase conversion rates, and decrease checkout abandonment.
SKILLS
COMPETITIVE ANALYSIS
INTERACTION DESIGN
INTERFACE DESIGN
ROLE
UI DESIGNER
TIMELINE
Q1-Q3 2024
PROBLEM SPACE
The existing cart & checkout experience had multiple inconsistencies across fulfillment types, leading to:
Confusing user experience
Customers couldn’t easily create a multi-item pick-up order.
Customers cannot see if the product they want to pick-up is available at their preferred store before moving to checkout.
Unnecessary checkout friction
Checkout flow was longer for pickup vs. delivery users
Pickup customers had to manually enter pickup person details each time
Performance and conversion concerns
High cart abandonment rate (85.8%)
Mobile experience was suboptimal, contributing to lower conversion rates.
QPU (Quick Pick-Up) selection was underutilized due to the confusing UI
Before and after designs of our cart above the fold on mobile
Solution
A clear "Delivery vs. Pickup" selection in the cart applied to all items
Users always land in cart first, allowing them to review and modify their order