Create a return platform that focuses on the needs of retailers —encouraging users to exchange instead of refund items and reducing shipping costs.
This would be a white label product requiring a comprehensive design system that accommodates various branding.
I worked mostly on Items 2 and 3 above. My focus: clarifying the return reasons flow, creating the exchange and refund flows, and updating the design library.
Lead UX Designer
Two Week Sprints
Review sprint goals with the client.
Design three concepts of a feature.
Review concept prototypes with the client.
6-10 User Testing Sessions led by the Lead.
Regroup with the client.
Revise design per meetings.
Review with the client.
Create flow specs and responsive sizes.
Review / Handoff with dev.
Add guidelines and UI to the Design System.
Review QA issues.
After selecting return items, users can provide a clear explanation of why they are not happy.
If multiple items are being returned, all the item reasons are entered first. As each reason is completed, a success message appears and the item number in the top right is updated.
To encourage exchanges, we limited the options users initially see and focused on recommendations where possible.
Using the reasons previously provided, users are directed to an exchange screen tailored to their item needs.
Image + Text Selection