I was the lead content designer on a project to bring post-purchase upsells into apps that are fully integrated with Shopify Checkout.
Post purchase upsells are offers that appear after a customer has paid but before the order confirmation page. The main challenge in designing this experience was maintaining customer trust with clear language but without overly impacting conversion rates.
To achieve a user experience that felt transparent and trustworthy I lead 2 rounds of user research and delivered UX guidelines for our app partner to ensure a consistent user experience across all apps.
Outcome
Early adoption of this product has been very promising.
During the second round of testing, we updated the content from 'Your order has been confirmed ' to 'You've paid for your order ', this simpler phrasing lead to a majority of participants understanding that they were being given the option to add to an order that had already been placed whereas in the first round they thought they were being taken 'back to the cart'.