THE ASK

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.

APPROACH

Understand Why
Collect details on why the user is returning the item.
Nudge Towards An Exchange
Encourage a replacement item.
Offer Incentivized Shopping
Find something new on the site immediately (instant access to shop credit—no waiting to refund).
Promote Convenient In-store Returns
Map all the accepted drop-off locations.

MY FOCUS

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.

CHALLENGES

A white-label product
Business requirements and user needs at odds.
Fast-moving project with many stakeholders.

CLIENT

McKinsey Design

Role

Lead UX Designer

Team

Experience Director
Junior Designer

Year

2021

Process

Two Week Sprints

Week One
Review sprint goals with the client.
Design three concepts of a feature.
Review concept prototypes with the client.

Week Two
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.

Why

After selecting return items, users can provide a clear explanation of why they are not happy.

Retailers can customize the data and length of the list.
The "Leave feedback" option allows users to input an issue.
Designed to be fluid and quick, one-tap selects and moves directly to the next step.

Multiple Returns

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.