Accounts & Self-service

‘Your Account’: Addresses, Payments, & Newsletters

• Make the Newsletter Unsubscribe Function Easy to Use #917.pdf
• Allow Users to Set the ‘Default Address’ in the ‘My Addresses’ Overview Page #904.pdf
• Consider Avoiding ‘Address Book’ as the Label for the Address Management Feature #888.pdf
• Newsletter Management Needs Terminology That Is Recognizable and Distinct from Other Communication Features #918.pdf
• Allow Users to Reuse Any Prior Stored Address when Adding a New Payment Method #896.pdf
• Provide a Logical Next Step with Some Confirmation Messages #902.pdf
• Provide an ‘Unsubscribe All’ Function on Sites with Multiple Newsletters #911.pdf
• Always Provide Confirmation of Successful Changes When Users Change Account Data #891.pdf
• Use Caution when Nudging Users Toward Either Editing or Adding an Address #916.pdf
• Allow Users to Choose the Frequency of Newsletter Emails #908.pdf
• Use a Fake ‘Editing’ Flow When Updating Credit Card Numbers #919.pdf
• Always Have ‘Apply’ Buttons for Users Changing Account Data #893.pdf
• Dynamically Remove Account-Management Information Presented During the Checkout Flow #864.pdf

Account-Wide Navigation, Structure, & Information

• Provide Additional Information for Unfamiliar or Site-Specific Account Features #880.pdf
• Avoid Excessively Nested Account Features and Navigational Layers #875.pdf
• Support Users’ Ability to Navigate to and Access Specific Help Topics #923.pdf
• Keep Paths to Account Features Distinct #892.pdf
• Consider Including Order Tracking and One or Two Popular Account Features in the Courtesy Navigation #885.pdf
• Provide a Consistent Layout and Design for the Account Navigation #881.pdf
• Have a Logical Information Hierarchy That’s Reflected in the Styling of Elements #883.pdf

Account Dashboard

• Consider an ‘Icon-Based’ Dashboard for Sites with Many Account Features #863.pdf
• Consider Highlighting Recent Orders in the Account Dashboard #873.pdf
• Avoid, Limit, or De-Emphasize Ads on the Account Dashboard #874.pdf
• If Using ‘Cards’ in the Dashboard, Provide Consistent Layout and Styling #870.pdf
• If Using Account Sidebar Navigation in the Dashboard, Ensure It’s Highly Visible #866.pdf
• Provide Paths to All Account Features in the Dashboard #865.pdf

Orders & Order Tracking

• Have Multiple In-Page Paths to Order Tracking #910.pdf
• Dynamically Update Product Details Pages for Signed In Users #884.pdf
• Account for the Unique Context of ‘Guest Order Tracking’ #905.pdf
• How to Structure and Style the Order Tracking Page #912.pdf
• What Information to Include on Order Tracking Pages #913.pdf
• Order Details Pages Need an On-Page ‘Printing’ or ‘Download Invoice’ Path #915.pdf
• Provide Order Basics and Dynamically Update Features for Order List Items #925.pdf
• Reduce Emphasis on ‘Cancellation Reason’ Fields #909.pdf
• Always Provide Highly Visible Paths to Order Features in Order Status E-Mails #878.pdf
• For Sites Where Some Users Place Many Orders, Have an Order Status Filter #906.pdf
• Provide Personalized Instructions and Views to Users Who Need Help Beginning Order-Management Tasks #924.pdf
• Integrate All Tracking Information and Events Within the E-Commerce Site #907.pdf
• Order Cancellation Should Be Discoverable in Order Status E-Mails, Order Overviews, and in the Footer #914.pdf
• Have a ‘Cancellation Requested’ Order State #895.pdf

Order Returns

• Consider Including a Process Description at the Beginning of Some Multistep Flows #901.pdf
• Provide “Other” as an Option in the “Reasons for Returns” Interface #927.pdf
• Consider Providing More Than One Return Shipping Method #899.pdf
• Provide a Clear Path Forward in the Return Flow with Noticeable Calls to Action #898.pdf
• Provide Detailed Instructions on How to Package Returns #921.pdf
• Promote In-Store Returns Alongside Mailed Return Options #897.pdf
• Use Descriptive Microcopy, Button Text, and Tooltip Text Throughout the Return Flow #869.pdf
• Update Order Statuses to Show Key Returns Milestones #922.pdf
• Provide the Ability to Both Print and Email the Shipping Label #867.pdf
• Make Intelligent Default Selections for Users in the Return Flow #868.pdf
• Explicitly State the Costs Associated with Returning an Item #920.pdf
• Provide an Online Return Flow in Addition to Any Pre-Printed Labels #894.pdf

Account Drop-Down

• Consider Making the “Account” Drop-Down Hover-Activated #900.pdf
• Consider Personalizing the “Account” Drop-Down Menu #877.pdf
• Consider Allowing Account Sign In Directly in the “Account” Drop-Down #887.pdf
• How to Structure and Style the “Account” Drop-Down Menu #871.pdf
• What Account Features to Include in the “Account” Drop-Down Menu #876.pdf
• Have a Single Path for Self-Service Features in the Main Navigation Separate from the Cart #872.pdf
• Always Place the ‘Account’ Drop-Down in the Upper-Right Corner of the Interface #886.pdf

Account Sign In

• Avoid Forcing Users to Re–Sign In to Their Accounts Unless Absolutely Necessary #890.pdf
• Don’t Require Users to Sign In When They Access Tracking Information from an Order Status E-mail #903.pdf
• Avoid Account Lockouts for 30 or Fewer Failed Sign In Attempts #926.pdf
• Check for an Existing Account during Password Reset, and Inform Users if One Doesn’t Exist #889.pdf
• If Using a ‘Soft Sign In’ Implementation, Clearly Communicate a User’s Partially Signed In Status #882.pdf
• Where to Send Users after Signing In or Resetting the Account Password #879.pdf