Amazon offered multiple compatibility checkers, each tied to the product. Creating a unified tool was a tough but necessary step to scale across product types and geographies. The work focused on refining patterns with current and emerging technologies and using purchase history to help customers find the right products faster.
Clearer alignment between expectations and reality reduces complaints, claims, and concessions. Fewer incorrect purchases mean fewer returns, refunds, or exchanges—freeing customer service from unnecessary resolution work.
Customers feel confident buying the right product the first time, reducing anxiety and hesitation. Easy comparisons and trusted compatibility reduce frustration, regret, and post-purchase issues.
Product listings often use vague or overly technical language (e.g., “works with most models”) without clear details. Customers may not know if their exact device, year, or version is supported.
"How might we make is easier for customer to check what they are bouying works with what they have?"
Accessories like chargers, cables, or batteries may look similar but have different specifications (e.g., wattage, voltage, connector type). Customers risk buying items that physically fit but don’t function properly—or could even damage the device.
"How might we provide the most accurate and important compatibility information in one place."
A large number of options exist, ranging from low-cost generic to premium branded products. Reviews often conflict: some customers report perfect performance while others warn of failures, leaving buyers uncertain.
"How might we be the difintive answer when it's comes to questions of comatibility?"
The ability to check compatibility did not exist on consumer electronic product pages. The compatibiloity zone brought together the fragmented information and provided a way for a customer to to confidently know they are buying a product that will fit or work with what they already own.
Increase in add-to-cart or completed purchases when customers used the compatibility checker versus those who didn’t.
Fewer mismatched purchases lower operational costs and improve customer trust. This is a cost savings as well as a satisfaction boost. Decrease in return rates, refunds, and concessions for incompatible products after the tool was launched.
This feature improves the overall experience. Higher CSAT/NPS scores, increased positive feedback, or reduction in customer contacts about compatibility issues.