Usability Testing of an Online Checkout Experience

An online checkout experience built on the latest e-commerce industry specifications has been designed to provide an easy, smart and secure checkout process. This third party product is enabled by leading industry payment platform technology for merchants who have chosen to participate. This research is aimed at determining if there have been improvements of users' understanding of how their payment credentials are stored and how they may be used during future purchases, to gauge their feelings towards the level of security this product provides, and biometric preferences when accessing their account. Moderated usability testing was conducted with 8 participants, followed by unmoderated usability testing with 48 participants. With the design addition of more information during the onboarding process, participants were better able to understand that this product is a third party service and that their card information is not being stored directly with merchants. Overall participants expressed security concerns, and providing them with extra measures such as a One-Time Password (OTP) may help improve their overall experience. The addition of biometric authentication, such as Face ID, was generally viewed as secure. Participants had no preferences between two different enablement flows for the biometric authentication enrollment process.