Basket and checkout journey

Decision map

Decision points to capture

A reliable review preserves the states surrounding the final action. These are the points where information, defaults, price or friction can materially change what a person sees and does.

1. The basket state immediately after the consumer adds the intended product or service.
2. Each add-on, protection plan, donation, tip, delivery or account choice introduced before payment.
3. The point where mandatory fees, taxes, surcharges or currency conversion alter the amount payable.
4. The payment review screen and the control that creates the order, subscription or other commitment.
5. The receipt and correction route where the consumer can verify what was purchased and on what terms.

Recognition

Signals worth closer review

A signal is not a legal conclusion. It identifies a state or sequence that deserves evidence-led product and legal review in its complete context.

• An item, plan or service appears in the basket without a clear consumer selection.
• Removing or declining an extra is less prominent, changes position or triggers repeated persuasion.
• The headline total excludes an unavoidable amount that appears only near payment.
• A timer, low-stock message or activity notification continues without verifiable operational support.
• The primary payment control uses wording that obscures recurring liability or another material consequence.

Fairer design

Principles for a neutral journey

• Make the basket reflect affirmative consumer choices and provide a direct way to remove each optional item.
• Keep the payable amount and material charge information current whenever quantity, delivery or payment changes.
• Give accept and decline choices clear, stable wording without shame, double negatives or false hierarchy.
• Reserve urgency and scarcity messages for claims supported by defined, current evidence.
• Confirm the order, recurring status, next charge and available correction or ending route in durable form.