Issues with the Shopping Cart/Checkout process are listed below.

Clicking the "Add to Cart" (or "Order Now") Button:

Each time you place an item in your cart, the Licensing Agreement form pops up. This will likely be a point of irritation for users. Users don't usually read agreement statements - they're more of a security feature for misuse liability.

Create an all-encompassing Content Usage Agreement statement to be read and agreed to once the user finally decides to check out their order.

View a space-saving mockup for this concept.

Main Shopping Cart Page:
View mockup

• Deleting An Item:
  We need to put a "delete" column in the cart view (see mockup), and disable the "0"=delete feature? This is much more common than putting a "0" for quantity to remove an item. Also, if users want to see what their total would be if they were to remove an item, but didn't want to actually remove it from their cart, they could put "0" as a quantity to readjust the subtotal.

• The Sales Tax Issue (Part I):
  We need to let users know what their full total is going to be - including sales tax - before requesting credit card information.

Personal Info / Credit Card Form Page:

• Privacy Policy:
  A link to our Privacy Policy needs to be clearly displayed wherever we request information from the user! Very important - trust is a huge issue in customer satisfaction.

• Password - Why?:
  Why are users required to create a password? This needs to be explained more clearly.

• Credit Card? No Credit Card?:
  When you have only free items in your Cart, there's still a message displayed saying that "your credit card will be verified", even though you didn't give them any credit card information. This statement needs to be removed unless ordering with a card.

• The Sales Tax Issue (Part II):
  As mentioned above (Sales Tax Issue Part I), we need to display a final total before asking for credit card information. People will not submit credit card info if they don't know exactly how much they're spending. Solution: Create 2 pages - first collect personal info (including zip code to determine appropriate sales tax), and then proceed to another page with the final $ total where we request credit card info.

• Newsletter:
  We need a line or two describing the Newsletter.

eBot - What's The Deal?

• Why eBot?:
  Does this violate our objectivity policy at all? When you agree to use eBot, it installs software onto your machine! This seems like an bad idea. I know you can choose not to use it, but that is not immediately evident. Does this provide substantial benefit to the user? I am suggesting removing eBot entirely. Either that or make the option to not choose eBot much clearer - and make it known that it is a software install on your machine!

• eBot Issues:
  If we do use eBot on our site, we are expecting users to learn a entirely new software interface. Also, the installation process (licensing agreement, download, software installation) is a whole set of extra steps. The eBot process seemed to me very intrusive and complex. It also removes users from the eShop, which is highly undesirable.
  
  Using eBot also leaves the user on the download page in the eShop, which basically asks the user to download the files again. But if you click the "Download Now" button, it says you've already downloaded your documents (which you have), but you're sort of stranded on that page. It's all very confusing.
  
  My suggestion: Get rid of eBot - make the document download a standard file download process. Is there some way to allow all purchased documents to be downloaded in a single download? Is there any other kind of less-intrusive download manager that could make this a one-step process? As it is now, downloads need to be done one at a time.

The "Thank You For Your Order" / Download Page:

• This page needs a little design and organizational TLC. I'll provide a mockup for it.

• Suggestion: a statement on this page that reads "If you think the stuff you downloaded is great, you may want to consider becoming a GigaWeb subscriber. Visit www.gigaweb.com for more information." With more appropriate text, of course.