During our checkout usability research study we found that customers feel their privacy is invaded when they’re required to submit seemingly unnecessary personal information. E.g. a required phone number field, without any further explanation or help. In our benchmark we found that 61% of the largest e-commerce sites in the US required such “seemingly unnecessary” information during their checkout process.
The “seemingly unnecessary” part is noteworthy because the issue is largely one of perception. The e-commerce site may have a valid reason to ask for this information, but that reason must then either be 1) self-evident to the customer, or 2) explicitly communicated (the site must state why this seemingly unnecessary information is in fact necessary). However, let’s first dig a little deeper into the underlying issue as seen from the customer’s viewpoint.
During user testing at Apple.com one test subject refused to give up her phone number, anxiously clamoring: “Look, why do they need my phone number? What do they need that for? They don’t need it!” During the checkout usability study every single test subject at one point or another complained about a website that asked for too much personal information.
Most test subjects subscribed to a simple logic: if the store already has one way of contacting me (e.g. e-mail), why do they need another (e.g. phone)?
What surprised us during testing was that the test subjects were quite forgiving as long as the website explained why the information was needed. In fact, the anxious test subject quoted in the beginning of this section provided her phone number to another website without any complaints because the store clearly explained that the phone number was needed in case of delivery problems.
If the information is truly necessary for your e-commerce business then at least explain why you require it. What is obvious to you may not be obvious to the customer. Most have learned to expect the worst when submitting personal details online (usually spam e-mails and machine phone calls).
A decent explanation for a phone number field that was generally accepted by the test subjects went something along the lines of: Only used to contact you in case of problems with your order or delivery. The best way of explaining “why” is by stating it directly in the field’s description, and not hiding it behind a link or a tooltip (although a tooltip is much better than not explaining it at all).
Of course one might suspect that the reason more than half of the e-commerce sites don’t offer such an explanation is because they don’t feel comfortable promising that they will never use the data for marketing purposes too. Our study and subsequent benchmark unfortunately didn’t go as far to actually uncover what percentage of these stores used e.g. a provided phone number for marketing purposes after the purchase.
Those e-commerce sites that don’t explain why they require fields such as a phone number, are hurting their checkout experience unnecessarily because a great deal of their potential customers will assume the worst. (Given that they have no intention of “spam-calling” their customer afterwards). A handful of top 100 grossing e-commerce sites might have the brand leverage to get away with it unbruised, but do you have the same kind of brand power?
We did notice one exception in the behavior of the test subjects: the more expensive the order was, the more tolerant the subjects were. When buying an expensive laptop, customers want you to be able to contact them easily and reliably. Less so for an impulse apparel purchase.
All of this of course only applies if you require the information in order to complete the purchase. On websites where the field was optional, the subjects that weren’t comfortable giving their phone number simply left the field blank without any hiccups at all. (This of course increase the importance of clearly distinguishing between required and optional fields, or some customers will misinterpret the field’s qualifications anyway).
In summary, you have two options:
The first option fully alleviates the issue – people who don’t want to hand over their information don’t have to. The second option is an effective way to soothe the privacy concerns of most customers when you need (or badly desire) certain customer information that is seemingly unnecessary (in the eye’s of your customer).
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Internet Anthropology…. This is great information. It almost seems like its better to explain the field or not have it. Is an asterisk enough to explain that a field is mandatory vs. optional? Since people now associate the blue underline colored text with a hyper-link and best practice has evolved from “Click the link below” when the internet was new to specific anchor text. I wonder if that same progressive thinking applies to this scenario with regards to UI/UX checkout. That would suggest there is an evolution of eCommerce psychology. Do you think what works now would work 10 years ago?
Just a thought. Thanks for the article.
The issue isn’t understanding which fields are required (both required * and “optional” fields should each be marked so, just marking one type isn’t enough – but besides that then yes an asterisk do seem to be enough) – but rather explaining what the information is being used for.
I wouldn’t expect that basic level of wanting to know how business use you typed information will change/loosen much – even over 10 years. In some ways I think it will rather be reinforced (increasing privacy concerns).
But the visual indicators (the asterisk *), technology (e.g. using centralized accounts/webIDs) and general web conventions shown during a checkout process would evolve much faster.
This article is good! However it was written 7 years ago….is this still relevant or is there any updated research?
Hi Steve, in our latest 2019 large-scale UX research the underlying principles presented here still holds true. A lot of the surrounding nuances and context have changed. For our latest findings on this your need Baymard Premium [access](https://baymard.com/research), but if you have that then check out the Topic [“Checkout: Customer & Address Information”](https://baymard.com/premium/topics/420)
Good article, but it does not go far enough.
If a company will not let me buy from them without providing a phone number then I buy from someone else. ANd does this not exclude people that don’t hyave a phone? I know that most people are addicted to their smartphones these days, but there are still people that use the internet, but do not have a phone, and there are many that do not want to give out their number except to a few trustworthy friends.
Ditto if a web site insists on a postcode, then parses it as if it is a UK or USA code when it isn’t, or requires a postcode for a country that does not have them, or places an arbitrary limit on a numerical item, so that I cannot give them an actual street number, etc. etc.
[USA web sites are the worst for this. They seem to assume that the whole world follows USA conventions]
Ask the impossible, ask the unnecessary, put any unnecessary obstacles in my way, and I will buy from someone that actually wants my business.
Shame that websites do not have a “Tell us why you are abandoning your purchase option”
While we are about it why do some track and trace sites require a country adn postcode when the tracking code is unique? [And why are they often unable to find my item, even when I give them correct tracking code, country and postcode!]
And one more thing. Instead of dicking about changing the appearance of web sites every two minutes, first make them work properly!!!
Maybe it is because much web development is done by self-educated children instead of peoperly trained system analysts and programmers?
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