Case Study: Shopify makes online checkout less stressful with Dscout

Shopify uncovers checkout insights with dscout in a 2-phase study

Shopify, a leading e-commerce platform, sought to understand and reduce user stress during the online checkout process. Their Senior UX Researcher, Emma Craig, wanted to make this financial transaction phase a calmer and more enjoyable experience for shoppers. To investigate this challenge, Shopify partnered with the vendor dscout to conduct user research.

Using dscout's diary study platform, Shopify gathered initial feedback from users about their checkout experiences. This data informed a second research phase: a card sort exercise that revealed users wanted cost and shipping information much earlier in the process, not during the payment form itself. The dscout-powered research provided key insights that helped Shopify understand the need for clarity and human moments in the shopping journey, ultimately guiding efforts to reduce cart abandonment by alleviating user anxiety.

Shopify