Request customer uploads before or after checkout
I am working on a website where customers can order a number of products and each product will require several photos (often hundreds) to be uploaded by the customer - the number of photos varies depending on the product.
I am now considering what is better from a UX point of view and for conversions.
Our options are:
- Should the customer upload their photos on the product page and then pay for their order - which might require them to register first so they can save photos to return later. Snapfish does something similar.
- Let the customer complete checkout and request the photos required afterwards.
I am in favour of No. 2 for these reasons:
- In theory, higher conversions as there are less steps to checkout.
- Captures impulse buyers - uploading photos gives them a chance to second-guess their purchase.
- Currently the website is operating using No. 1 and we are seeing a high abandonment rate - possibly because of upload issues and customers will be more likely to report upload issues post-checkout.
Can someone help advise which option would be the preferred for this situation?
A bit of background: The website provides a variety of photo gifts, but unlike others it offers more of a direct customer service and there is a lot of interaction between staff and the customer during the order process - including a final approval of the finished item before despatch.