National Association of Writers and Groups (development site – not for public use – official site: www.nawg.co.uk)

When placing an order for items in the shop, the customer is presented with multiple and confusing workflows and payment options. This is best illustrated with a diagram.

This probably leads to:

• Customer frustration,
• Extra administrative work,
• Extra to-and-fro support messages,
• Lost sales.

In particular:

• Paying by credit card is highly convoluted and has to be done via PayPal's handling.
• Creating a shop account is not straightforward. The logic is all scrambled up with making purchases.