Can a button's design empty your cart or drive away your customer?

Initial Interaction Information at the prototype stage is critical to understand your platform's overall experience.

An e-grocery platform I used once had a cart button designed like a recycle bin icon. Every time I added a single or many products to the cart in quick succession, I’d be careful not to click on the button. Assuming, it empties the cart or deletes the order. Eventually, the backend inventory management system seemed to be quick to add some of my orders elsewhere or it would also lead to glitches in the steps, server or database errors, payment gateway errors and ultimately, I would logout myself, get timed out or use another available platform no matter how much I loved the one I was currently using.

Tiny, seemingly inconsequential things like this do really affect the Customer Journey of a loyal customer, an acquired customer, can initiate the leaving of a first-time user or affect being recommended to a first-degree connection.

To avoid being in this situation, build your platform with thorough User Research, test your prototypes, get feedback and create a new version of your experience. Some UX Teams also prefer A/B Tests, Usability Testing and try to gather as much Interaction Information possible to understand if their platform is interacting in the intended way.

Advanced Teams may also use Testing Software or Automated Tools to further test the experience and arrive at a conclusion over time.