Product Management

Why Amazon’s 1-Click Offers Better Customer Experience.

Written by sheldondesousa · 3 min read >

Introduction


Did Amazon’s ‘1-Click’ create a revolution? When Amazon came into business over 20 years ago , no one could have predicted that we were dealing with a $900B+ company in the making. At the time, e-commerce was still in its formative years and buzzwords like ‘customer experience’ (CX) hadn’t buzzed yet. But, Jeff Bezos obviously saw possibilities that most others didn’t.

In due course of business, Amazon introduced the ‘1-Click’ method that many considered a revolutionary. In fact, ‘1-Click’ was so significant that Amazon acquired the patent for it.

‘1-Click’ involves using stored billing and shipping information including some user preferences to streamline the shopping experience on the Amazon.com website.

Members would need to activate the feature once and proceed to making purchases thereafter without having to go through the relatively longer default check-out process each time. A similar process that existed on most shopping sites.

Now, if you are a millennial who used e-commerce portals during the 1990s and early 2000’s, you are immensely aware of how frustrating the purchase transaction was. Filling, re-filling and confirming multiple data fields and pages, particularly with connections dropping or pages hanging, was an anxious experience. So you can see why a ‘1-Click’ feature would be appealing.

Significance of  Amazon’s ‘1-Click’ in Customer Experience

Besides being a unique feature in e-commerce at the time, the ‘1-Click’ method essentially meant that Amazon could create and grow a database of customer information that would one day prove invaluable.

Aside from the patent, which incidentally expired in 2017, Amazon trademarked ‘1-Click’ as well. This way, any single-click system released by a competitor would require a different name. ‘1-Click’ being descriptive in itself had very obvious benefits.

In 1999, Amazon sued Barnes & Noble over patent infringement and in 2000, Apple began licensing the technology for use on its web properties. As the e-commerce world progressed, it’s hard to ascertain how long Amazon’s advantage remained. However, it did allow Amazon to somewhat solidify its position in the online market space.

‘1-Click’ in practice

Below are a few screenshots from the mobile version of Amazon.com. As is plainly evident, Amazon’s ‘1-Click’ feature delivers an immediate conclusion to a user’s buying journey. The button does exactly what it promises.

(Expectation = Reality) = Pos+ Customer Experience

The feature is enabled by following a short sequence of  clickthroughs – Menu > Your Account > 1-Click settings > Slider on/off. In addition, Amazon’s Information architecture was quite intuitive.


Activation sequence for 1-Click on Amazon mobile app

Amazon's-1-Click-Mobile-Customer-Experience-Check-Out-Process

Transaction process on Amazon

Amazon's-1-Click-Mobile-Customer-Experience-Check-Out-Process


Rival eBay’s checkout process by contrast

Although eBay displays a ‘Buy It Now‘ button, users are still expected to confirm a few things and pay after click-through. These additional steps seem a little misleading when we consider the use of the word ‘Now‘.

(Expectation ≠ Reality) = Neg- Customer Experience

An extra step also offers users an opportunity to reconsider their purchase intent. It would be interesting to see eBay’s drop off rate at this stage in the funnel.

According to Baymard Institute, the average cart abandonment rate from over 40 different research studies was approximately 70%. Although there is no conversion data on hand as a result of Amazon’s implementation of ‘1-Click’, you have to simply appreciate the probable reduction in transaction abandonment.

At the time of this article, I tried searching for an eBay equivalent of Amazon’s ‘1-Click’ feature considering the patent expired a few years ago, but came up with nothing conclusive. There does not seem to be a quicker route aside from the sequence displayed below.


Transaction process on eBay

EBay-Buy-Now-Check-Out-Process-Mobile


Let’s talk Amazon customer experience (CX)

By reducing the amount of time and clicks it would ordinarily take for a user to go from adding an item to a cart, proceeding to check-out, running through payment, shipping and confirmation pages, ‘1-Click’ offered customers a frustration-free process, quicker conclusion and a positive experience that competitors hadn’t spotted yet.

In addition, mobile technology was beginning to take off. That meant as more and more users made purchases through their mobile devices,  Amazon’s ‘1-Click’ feature became a godsend for smaller screen sizes in contrast to an otherwise cumbersome process experienced with other online stores. This was another plus point for Amazon’s customer experience. In no uncertain terms, Amazon was demonstrating the true convenience of online shopping.

Advantages ‘1-Click’ has for Amazon

  • A database of customer information pertaining to shipping, billing & payment methods.
  • Delivery preferences information
  • Reduced funnel timeline
  • Products & Categories that sell well with ‘1-Click’
  • Purchase frequency information using ‘1-Click’
  • Price points that perform well with ‘1-Click’
  • Promotional offers / Coupons / Advertising Copy in conjunction with ‘1-Click’
  • Impulse purchases
  • Customer trust / sense of security or confidence index
  • A fluid shopping experience versus competition
  • Extension of the buying method to other Amazon properties
  • Any user interface/interaction testing alongside ‘1-Click’

Advantages for Amazon Customers

  • Convenient online shopping experience
  • Lower process frustration
  • Quicker gratification
  • Simple hassle-free checkout

Conclusion

Obviously, the ‘1-Click’ feature is not the sole driver of Amazon’s success but it does point to one of the many efforts Amazon has made over the years to simplify processes and ensure their online shopping experience is pleasurable and convenient.

E-commerce has to contend with the lack of senses traditional retail offers. So, the only way to stand out is to consistently deliver experiences that customers find valuable. By appealing to what motivates customers to use e-commerce, companies like Amazon have consistently developed ways to blur the boundaries with retail.

What we learn from features like ‘1–Click’ is that it’s not always about how much you put into a customer journey, it’s also about how much you take out. Over-simplification does have merits.

On a similar side note, Amazon Go, an offline property of Amazon, streamlined the process of grocery shopping. Customers merely walk into an Amazon Go store, grab products off the shelf and then leave. No queues, no wait-times, no cashiers, no cash, just an omission of what Amazon sees as non-productive elements in an otherwise traditional process.

As we continue to move forward, we can expect to see more innovative experiments and features from online & offline sellers. One thing is for sure, I can hardly wait for what comes next.

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