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Case study · UI/UX Design
A retailer used user research to redesign its app checkout so buying takes fewer, clearer steps.
The challenge
The retailer saw plenty of shoppers add items in its mobile app, yet many never paid. Analytics showed where people left, but not why. Guesses inside the team pointed in different directions, and each fix seemed to move the problem elsewhere.
Checkout is sensitive. Shoppers on small screens are asked for addresses, delivery choices and payment details, often while distracted. Any redesign had to make this easier without hiding costs or breaking payment and stock rules.
Our approach
We ran moderated tests with regular customers on their own phones and reviewed session recordings to see exactly where and why people hesitated.
We grouped findings into a short list of problems, such as unclear delivery options and long forms, and ranked them by effect on the purchase.
We built tappable prototypes of a shorter flow in Figma and tested them with a fresh group before any developer wrote code.
We delivered finished screens, states and error messages to the app team and checked the built version against the design before release.
What we built
Fewer screens, with progress shown and details saved for repeat buyers.
Delivery choices and the full total are visible before payment.
Large touch targets, the right keyboards and helpful error messages.
Shoppers can pay in a tap with methods they already trust.
What changed
More shoppers who started checkout went on to finish it.
Customers understood delivery and total cost, so support questions about checkout dropped.
The product team now tests designs with shoppers before building, not after.
Technology
Keep reading
One shared kit for designers and developers
A learning platform open to every student
Crews hear about faults before customers do
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