HubBox research: how checkout filters drive pickup at checkout.
UX matters across the entire online shopping experience, but it’s at checkout where it has a direct impact on pickup at checkout and network efficiency. How shoppers interact with pickup options doesn’t just affect retailers – it shapes how carriers’ networks are used, helping ensure more packages are collected quickly and reliably.
Small tweaks – a change in wording or filter placement – might seem trivial. But when hundreds or thousands of shoppers interact with checkout every day, these details add up to major differences in shoppers choosing pickup at checkout and delivery efficiency.
At HubBox, we’re not just experts in creating and integrating pickup-at-checkout software that helps retailers offer local pickup with ease. We’re also specialists in optimising the UX of that experience – helping retailers increase conversion while helping carriers ensure their pickup networks are used effectively.
At the core of this process is the HubBox UXR Lab, where we constantly test, refine and measure every part of the pickup experience, from the smallest UI choices to the overall flow.
In this blog, we’re sharing some of our latest research – giving retailers and carriers a behind-the-scenes look at what actually influences how shoppers select pickup locations.
Our latest research: a focus on filters
When well designed, filters at checkout help shoppers quickly narrow down their options to pickup locations that work best for them – by distance, courier, or opening hours.
That ease creates a positive feedback loop: fast discovery leads to higher confidence, better location choices, and more completed orders.
- For retailers, this means higher conversion and pickup adoption.
- For carriers, it means more effective utilisation of their pickup networks, with shoppers able to quickly find locations that fit their needs.
Building on earlier research around visibility, clarity, and convenience in the pickup journey, our latest study focused on the mechanics and psychology of filtering itself.
How do users engage with filters?
What do they expect to see?
And which elements genuinely influence their decisions?
These questions may seem surface-level, but filters are not decorative – they are foundational to helping shoppers find pickup points that genuinely work for them.
Our core hypothesis was simple:
Would shoppers find their preferred locations faster with improved, well-researched filtering?
Methodology
Our research focused on pickup-point users across the UK and US, spanning a range of age groups, devices, and shopping behaviours.
We analysed positioning preferences, first impressions, and the perceived value of different filters through:
- • Likert scale analysis
- • A/B testing
- • Qualitative user feedback
This allowed us to understand not just what users chose, but why they chose it.
Key findings
◆ Filter placement matters
88% of participants preferred version A, with the filter button positioned next to the search input. Users described it as the “most natural” layout, linking search and filtering into a single mental journey.
◆ Opening hours is the top priority
Every shopper (100%) selected opening hours as their most important filter.
Courier and service type followed (50% each).
Shoppers want locations that fit their schedule, not just nearby points.
◆ Distance toggles add value, especially in new areas
50% of users found distance filters particularly useful when shopping outside their usual area.
Participants consistently told us a 15-minute radius felt like the ideal range.
◆ Shoppers relax filters if they get no results
100% of users said they would adjust their filters if they encountered a “no results” message.
This shows that well-designed empty states can help reduce checkout abandonment by encouraging shoppers to refine their search rather than leave.
◆ Faded pins encourage exploration
All participants understood that faded pins meant “outside current filters but still selectable.”
Rather than creating confusion, this encouraged shoppers to explore more locations.
◆ Strong satisfaction with the new filter design
100% of participants rated the new filter view 4 or 5 out of 5.
Shoppers described the experience as:
“Exactly what I want for an easy experience”
“More thoughtful than expected”
Where we go from here: driving pickup at checkout
This research reinforces something we see across the out-of-home ecosystem: clear, thoughtful design builds trust.
When shoppers trust the pickup experience, they’re more likely to choose it.
That means:
- • Higher pickup adoption
- • Better network utilisation
- • Fewer abandoned checkouts
Small UX improvements can have a big impact across both ecommerce performance and delivery networks.
As leaders in pickup-at-checkout software, we’re proud to be helping shape what great UX looks like in this space.
Our Customer Success team will use these latest findings to help retailers optimise their checkout experiences and help carriers maximise the value of their pickup networks.
And we’re not stopping here. Through ongoing UX research in the HubBox UXR Lab, we’ll continue refining the pickup journey to ensure HubBox delivers the best possible results – for retailers, carriers, and their customers.
