Blog

How to create a great mobile payment journey

Sacha Wilson, Avalara’s Director of Sales for EMEA talks about what makes a great mobile payment journey. 

Mail order first brought retail into the home; ecommerce delivered Main Street; and now mobile commerce (mcommerce) is taking consumers back out into the world with buying power in hand. Retailers that don’t want to miss this retail wave need to create a great mobile payment journey to earn buyers’ trust.

But what makes a great mobile payment journey?

To be successful, mobile payments must be part of a seamless mobile shopping experience, not the clunky nightmare it once was. Hard-to-read product descriptions lead to a frustrating non-mobile optimized checkout and a high rate of shopping cart abandonment. Mobile shoppers want product pages to be easy to see and simple to navigate, with clear pricing.

 

42% of shoppers in Canada have abandoned an overseas shopping cart because of a lack of clarity around extra fees

Another reason people leave shopping carts by the wayside: unexpected fees at checkout. This often occurs with international sales, thanks to customs duty and import tax. Sacha Wilson, Avalara’s Director of Sales for EMEA, notes that 42 percent of shoppers in Canada have abandoned an overseas shopping cart because of a lack of clarity around extra fees.

Consumers also seek an efficient login process, with excellent security. Returning customers want an up-to-date user profile and instant checkout. Communication should be clear with respect to payment options, shipping, and tracking. Support services should actually provide support. Security is paramount.

The more people depend on their smartphones, the more it behooves retailers to streamline mcommerce sites. According to Pew Research Center, one in five American adults are “smartphone-only” internet users, meaning they have a mobile phone but no computer at home. And 58.9 percent of worldwide ecommerce sales in 2018 occurred from mobile phones, a number that’s on the rise.

Want more user experience tips from the experts? Take a look at our interactive infographic.

Written by:   ,  2 Nov 2018