P
roblem: Arebos DE faced significant challenges with their manual product return process. The absence of a streamlined, intuitive system led to customer confusion, increased negative feedback online, high customer support call volumes, and operational inefficiencies within the warehouse.
Approach: Leveraging existing data that highlighted clear user pain points and common issues, I took a UX-driven approach to design an intuitive, user-friendly return portal entirely from scratch. The main objective was simplicity, ensuring that users could effortlessly navigate the process, enhancing overall satisfaction.
- For : Arebos
- Date : October, 2014
- Role : UX Designer
Manual Return Process
Causing confusion, inefficiency, and negative customer reviews.
High Customer Service Load
Customer support overwhelmed by return/refund calls and inquiries.
Warehouse Confusion
Unclear product return tracking causing delays and mismanagement.
No Clear Eligibility Rules
Customers unsure if eligible for return, replacement, or refund.
Lack of Automated Tracking
Manual checks led to errors and inefficiencies.
Poor Customer Experience
Complex returns process led to dissatisfaction and negative feedback.
UX Design Process:
Conducted collaborative sessions with stakeholders and internal teams to understand the operational challenges and user pain points thoroughly.
Created detailed user flowcharts and defined a clear, intuitive information architecture to simplify navigation.
Designed an easy-to-use interface allowing customers to quickly initiate returns, replacements, or refunds simply by entering their invoice and order numbers.
Included intuitive photo upload functionality for effortless documentation of product issues.
Designed automatic eligibility checks clearly communicated to users, providing instant clarity on return or replacement possibilities.
Implemented a user-centric PDF and QR code generation process for straightforward product returns.
Conducted extensive internal usability testing, ensuring that the final design significantly reduced user frustration and improved clarity for customers and warehouse staff alike.
Outcomes:
Significantly improved customer satisfaction and reduced negative feedback.
Dramatically lowered customer support call volumes.
Enhanced warehouse efficiency by clearly assigning incoming products to the right personnel, complete with uploaded user-provided images.
Delivered an intuitive and seamless user experience that simplified the return, replacement, and refund processes.
Key Insight: The project’s success illustrated the power of UX-driven simplicity. By focusing entirely on a clean, intuitive user experience built from the ground up, the solution transformed customer interactions and significantly streamlined operational workflows.
Skills Utilised:
UX/UI Design
Frontend Development
User Flow Creation
Information Architecture
Usability Testing
Collaborative Problem-Solving