Data Input High Priority 80% Adoption 7 Seconds Saved
Nobody likes answering the same question twice. Imagine being asked “Hey, what’s your name and number?” then being asked 10 seconds later by the same person, “Hey, what’s your name and number again.” It’s irritating. Answering the second time feels like ten times as much work, and you’ve begun to doubt they’ll ever remember it correctly.
This is what it feels like to enter the same information multiple times in a checkout.
By matching the billing address with the shipping address – whichever comes first – you save the user time and effort. All the relevant inputs - name, street, city, state, ZIP, etc – can be carried over. You save the user time and get rid of a friction-making annoyance. Implementing this alongside type-ahead address completion can really speed up the checkout process.
Some purchases, such as gifts, may be shipped to a location different from the billing address. That’s why it’s also important to make the address editable after it’s been copied over.
Some websites provide the option to copy the billing and shipping addresses, but do not make this the default option. There might be a small checkbox on the billing page providing the option to copy it over, or a similar button. However, many users will miss this option and spend further time and effort answering the same questions a second time.
It’s also important to copy over all the relevant information. Some websites copy over the shipping address, but don’t bother to populate the cardholder name, which just as often is the same as the shipping name.
Match Shipping and Billing by Default has an 80% adoption rate among our benchmark group.
Implementing this alongside type-ahead address completion can drastically speed up the checkout process.
There are some cases where the billing and shipping address will differ (gifts, for example). Make sure the user has the option to edit the address.
If the name was entered earlier as part of the shipping info, copy that over into the Cardholder Name field – the user can easily edit that if they wish.