Engagement
Checkout friction study
A focused pass from bag to paid order: address, pickup, FPX, card, and the thank-you screen that sometimes lies.
When bags fill and orders do not, the leak is usually between address and payment, not on the home grid. We watch guest and member paths, store pickup versus home delivery, and what fires when FPX returns a decline. The note names each drop with the screen the shopper actually saw, including Bahasa copy and voucher residual totals.
This study does not rewrite checkout. It gives product and finance a shared list of which “purchases” were never paid.