In Baymard’s usability testing:
Required but unexplained phone fields were observed to be a direct cause of abandonments for the subgroup of users who are suspicious of a site’s motives.
58% of brands don’t provide an explanation.
Attached below is a poll done by Baymard to 2800 shoppers.
So…
- Reconsider whether you actually need their phone number
- If you do, then give an explanation as to why the phone number is required. (e.g. “used in case of delivery issues”, or “For order questions only”)
Baymard suggests 3 options to alleviate user concerns about giving away their phone number:
- Short inline description
- Tooltip
- Optional phone number
(Source)
