UX for customer accounts

When you write UI content for your customer account app, you’re writing directly to a merchant’s customers. The content that you write should represent the merchant, not your app, and should optimize the customer’s online experience.

Consult Polaris for more guidelines on voice, tone, and vocabulary to consider for merchant-to-customer content.

Enable self-service: Self-service options help customers resolve issues faster and reduce merchant support interactions.

Design for consistency: Merchants can use different apps to enhance their customer account interface. Because your app operates alongside other apps, it's important to ensure a familiar user experience. Avoid introducing unfamiliar UX patterns, terms, or navigation paradigms that deviate from our guidelines. Aim to integrate your app seamlessly into the existing customer account experience.

Personalize when possible: Customer account extensions benefit from authenticated access to customer data. Use this data to personalize the customer experience and create delightful moments. For example, offer complementary products, birthday discounts, or personalize content with the customer's name. Be creative, but respect privacy.

Don't expose your brand to the customer: Enhance the merchant's brand subtly and effectively. At all times, aim to create a seamless and consistent experience that makes customers feel like they're interacting directly with the merchant.

Build for scale: Design your app to support merchants of all sizes, from small startups to large enterprises. Ensure that your app effectively handles both low and high order volumes.

Design interfaces that adapt to different screen sizes. Your app should offer a good UX across mobile, tablet, and desktop devices. Test the extension on various screen sizes to ensure content adjusts appropriately for each device.

Grid layouts enable responsive design for different screen sizes, and streamline development while enhancing the overall aesthetics of the customer experience. Grid layouts also ensure that elements are spaced, aligned, and positioned consistently.

Customer account pages are made up of columns, gutters, and margins. The design is based on a 12-column grid.

The following are the grid breakpoints per device type:

• Mobile: 375 dp breakpoint, six column grid, one column content
• Tablet: 750 dp breakpoint, six column grid, one column content
• Small laptop: 1000 dp breakpoint, six column grid, two column content

When you design your page layout, you should generally space the content evenly across the grid columns. For example, in a three-column layout, each column of content would span four columns of the grid. However, to create a layout similar to the Order status page, the first column of content should span seven columns and the second should span five columns.

Design your apps so that merchants have the flexibility to determine where an action displays.

For example, for order actions that only become relevant once the customer has received the order, like requesting a return or writing a review, ideally customer's can’t take action until the order is marked as delivered. However, when merchants don't provide a tracking number for a fulfilled order, it can be difficult for Shopify to know when the order has been delivered. In these instances, customer wouldn't have access to actions that depend on an order's delivered status. Be mindful of situations like this, and enable merchants to configure your app to suit their fulfillment processes.

• Aim for one to three words.
• Use sentence case.

We recommend testing your Order status page extensions across different fulfillment states. The following are some examples:

• Different delivery statuses, such as confirmed, on its way, and delivered.
• Partial fulfillments
• Multiple fulfillments
• Local pickup
• Gift cards
• Digital products
• Returns

Depending on the payment status of an order, a payment card will display above the order summary. For example, when a customer has made a purchase with Net 90 payment terms, they have 90 days to submit payment. In this scenario, the payment card displays the amount due, the due date, and a Pay now button.

We recommend testing your Order status page extensions across different payment statuses. The following are some example statuses:

• Payment terms
• Partial payment
• Refund
• Paid

Error messages should help the customer understand what went wrong and how they can resolve the error.

Create error messages using a Banner component with the alert or critical status prop.

Don't use toasts for error messages. Since toasts disappear, customers lose access to the information that they need to move forward.

Learn more about error handling.

Create informational banners using a Banner component with the info status prop.

To build a more neutral banner, without the icons and colors that are associated with the different props, the following are some examples of components that you can use:

• Card: Customer account
• Heading: Heading 2
• Text: Default
• Button: Secondary

These components adopt the merchant's branding by default, which helps your banner align with the overall look and feel of the merchant's shop.