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 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
- Provide Paths to All Account Features in the Dashboard #865.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
- 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 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
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
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