Cart & Checkout
End to end journey
Customers experienced friction across the shopping and checkout journey, including fulfillment, applying offers, item organization, guest checkout complexity, address editing, desktop order summary visibility, misleading third-party ads, and missing order confirmations.
We addressed top pain points to make the shopping experience clearer and more reliable. Improvements focused on preventing errors, maintaining visibility of critical order information, and distinguishing Kohl’s content from third-party promotions.
Approach
Simplified checkout, reducing confusion and interruptions
Improved cart organization, fulfillment selection and price clarity.
Clearly displaying total savings and offer application reinforced Kohlʼs value proposition.
Customer Impact
Increased checkout conversion and reduced cart abandonment
Boosted revenue per checkout attempt and average order value
Reduced customer service contacts and post-purchase friction
Strengthened brand trust and ease-of-use perception
Expected Business Impact
