5 tales of digital holiday friction.

The holiday season brings excitement—and challenges—for both consumers and businesses. While shoppers search for the perfect gifts, companies race to keep up with demand.

Nowhere is this more apparent than during Black Friday and Cyber Monday. Partnering with our customers during these peak periods, we analyzed insights from thousands of visits to uncover what worked and where improvements were needed. Here are four lessons from the front lines:

The case of the non-clickable hero image.

A popular online retailer launched a striking Black Friday page featuring a hero image of their hottest deals. Despite high traffic, conversions lagged. Using Quantum Metric, the retailer uncovered key issues: the hero image wasn’t clickable, and the grid of deals below it duplicated previous offers, discouraging further scrolling.

With 23% of consumers starting holiday shopping earlier, such errors can hurt performance before Black Friday even begins!

Lesson: Ensure key design elements are clear and functional. Use tools like heatmaps to track customer engagement. Making the hero image clickable and linking it to relevant deals could have improved user experience and boosted conversions.

The tale of the misleading promo code.

A fashion brand promoted app downloads with an enticing offer: “Take an Extra 15% Off Your First In-App Purchase!” Displayed as a website pop-up, it led web users to attempt the code at checkout—only to face error messages stating it was valid only in the app. Confusion and frustration caused a 15%-20% drop in conversion rates for these customers.

For over half of shoppers, the checkout process already brings anxiety. An invalid promo code can halt their journey entirely.

Lesson: Be clear and consistent with promotions. Highlight terms and conditions upfront to manage expectations. In this case, a disclaimer directing users to download the app would have minimized frustration and preserved trust.

The one with the AI detour.

One airline discovered that “intelligent” wasn’t always “intentional.” Using Quantum Metric dashboards to examine traffic from AI search, the digital team noticed that these visitors behaved differently—spending more time on-site but converting at a much lower rate.

Digging deeper, they found the issue: instead of landing on pages with relevant routes or promotions, travelers using AI assistants were being sent to the airline’s homepage. For customers expecting ready-to-book options, this was a dead end—and with 42% of consumers planning to use AI for holiday bookings, a major problem to address quickly.

Lesson: Tracking AI-driven traffic, whether referred or agent-assisted, is critical for digital success this holiday season. Brands need visibility into these journeys to ensure large language models (LLMs) surface accurate, conversion-friendly information.

The mystery of two-for-one checkout errors.

An online retailer saw cart abandonment rates spike during Black Friday. Quantum Metric revealed a curious pattern: customers encountering a payment validation error were also shown an unrelated shipping error message. This second error, while irrelevant, distracted users and compounded confusion.

The result? 54% of affected sessions ended in abandoned carts. Overloading users with multiple alerts—especially when only one is actionable—added friction to the checkout process.

Lesson: Simplify error messages to focus on the critical issue. Avoid overwhelming users with unnecessary alerts, and use indicators from journey analytics to guide them toward resolution for a smoother checkout experience.

The story of lost add-on opportunities.

Over 30 days, one retailer noted users clicking the “Add Items to Cart” button within an add-on pop-up. But since users hadn’t yet selected specific items, the button stayed disabled, and most chose “No Thanks, Continue to Cart,” missing out on add-on sales.

Interestingly, users who successfully selected and added items had an average order value (AOV) over 50% higher than those who interacted with the disabled button, signaling a missed opportunity for growth.

Lesson: Streamline the add-on selection process using opportunity analysis. Pre-select recommended items in the pop-up to enable one-click additions. Users can easily remove items later if needed, encouraging higher conversion rates and sales.

The holiday season is the perfect time to deliver exceptional customer experiences. These stories underscore the importance of intuitive design, clear communication, and frictionless journeys to boost satisfaction and loyalty. Leveraging real-time insights allows businesses to address pain points and drive impactful improvements during peak periods and beyond.

Curious how Quantum Metric can help you sleigh your holiday goals? Explore our product tour library.