Overview

Requested by Joe Murphy, Conversion & Fulfillment on Nov. 12, 2020

Description

What alternative payment options, if any, would customers prefer in Ferguson Checkout? How can we guage interest in using PayPal on Ferguson.com?

What is the problem?

How did you become aware of the problem?

Competitive research shows that our competitors offer secondary payment options like this. At Supply.com, 30% of checkouts used PayPal.

Who is affected (customer, associate)?

Customer

What is the value to the business and/or customers?

• OKRs

Hypotheses

Joe: Alternative payment options in cart and checkout would be a “do no harm test” that might increase conversions from cart to checkout and in checkout itself.

General Research Questions

1. What is Ferguson’s financial strategy for online payment options?

2. Is PayPal a standard offering for majority of companies online?

   1. b2c vs b2b?

3. What are most common payment options online?

4. How many options are offered on average?

   1. do options differ for B2C and B2B companies?

5. What role does trust in a company play when user chooses a payment option?

   1. differences between B2C and B2B

6. What is the effect of a payment methods loyalty program on user choice?

Strategy

• Can we do an online 1-question survey on the Order Confirmation page about their payment preferences? - LA to consult CJ

• Secondary research on industry norms - Baymard, Forrester

• Any customer feedback?

Timeline

Q3 Product project, pending discovery research

Related Research

Previous UX Research with customers who use Online Bill Payment showed that some customers want to pay their bills with a credit card to get card points and/or to have all of their business payments trackable in one place, but we don’t allow them to do so. Also, to avoid direct ACH payments, which some perceive as a security risk.

Known constraints

People

UX

• Laurie Allen

• James Corcoran

• Aimeelyn Dineros

• Chrystal Jaeger

Product Team

• Joe Murphy

Stakeholders