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All case studies
Kindred Market
Checkout completion up 23 points
Multi-vendor carts explained all at once. Twelve moderated sessions told us people wanted one number they could trust.
- Industry
- Commerce
- Year
- 2024
- Services
- Usability testing, Checkout design, Accessibility
- Team
- Research lead, Checkout designer, Accessibility specialist
The challenge
Kindred sells from 400 independent makers. Multi-vendor carts meant multi-shipment reality, and the checkout tried to explain all of it at once — three shipping estimates, two tax lines, a promo drawer nobody opened. Mobile completion sat at 41%, and screen-reader users could not complete a purchase at all.
Our approach
- 01Ran twelve moderated sessions, four with assistive-technology users
- 02Collapsed to a single running total with a tap-to-expand breakdown
- 03Moved shipment splitting to post-purchase where it actually matters
- 04Rebuilt the form with real labels, live regions and a visible focus system
- 05Verified WCAG 2.2 AA conformance externally
Results
- +23 pts
- Mobile checkout completion
- AA
- WCAG 2.2 conformance, audited
- -34%
- Fields in the flow
In the client's words
“Every previous agency added something. Musebit was the first team that argued for taking things away and had the tests to back it.”
Outcome
- Mobile checkout completion up 23 points
- WCAG 2.2 AA conformance, externally audited
- 34% fewer fields in the flow