2023-2024 | Research | UX/UI
INTRO
To fully understand the variations in the return processes and pain points, our design team conducted in-depth interviews with stakeholders from 4 countries:
🇫🇷 France: High product return volumes with complex warehouse coordination.
🇮🇹 Italy: Centralized return process with manual data entry challenges.
🇧🇪 Belgium: Advanced tracking systems with in house transport for deliveries.
🇭🇺 Hungary: Non-existing integration logistic tools, manual data entry challenges.
These interviews revealed inconsistencies in workflow, data capture, and user touchpoints, highlighting the need for a unified and user-friendly solution.
How might we create a unified return experience across countries while accommodating regional nuances and operational requirements?
Our goal was to develop a standardized but flexible solution that optimized the return process for logistics management while enhancing the experience for all users.
_ Research
Based on stakeholder insights, we mapped out the existing return journeys for each country.
Key pain points included:
Lack of transparency in return statuses
Manual data entry and documentation
Disjointed communication between warehouse teams and customer service
Proposed solution: a centralized digital platform with configurable workflows to accommodate regional differences.
_ User flow
In collaboration with the eCommerce team, we mapped out a comprehensive user flow that integrated customer-facing touchpoints with backend logistics processes.
This ensured a seamless experience from return request initiation on the eCommerce platform to warehouse processing and final resolution. The unified flow enhanced transparency and streamlined communication between customer service and logistics teams
_ Prototyping
We created wireframes and prototypes to visualize the return flow, focusing on:
A standardized return request interface
Automated notifications for status updates
Dashboard views for logistics managers
_ User feedback and iterations
We conducted usability testing sessions with logistics managers, warehouse operators, and customer service representatives.
Key improvements included:
Enhanced navigation for faster access to critical tasks (e.g. internal notes, product images)
Clearer status indicators for return processing stages
Streamlined forms with pre-filled data to reduce input errors
_ Validation
The final solution was a scalable and standardized return management system with the following features:
Unified user interface: Consistent experience across countries with customizable fields
End-to-end tracking: Real-time visibility from return request to warehouse processing for branches
Automated notifications: Proactive communication for stakeholders improving productivity
Data analytics: Comprehensive reporting for logistics managers for continuous process optimization
This project demonstrated the power of user-centric design in transforming complex logistical processes into streamlined and user-friendly experiences accross platforms.
