About the project
Goal: The Returns & Repairs project aimed to simplify and standardize the repairs and returns process for products and packaging, improving transparency, efficiency, and customer experience. Research revealed that customers perceived the repairs and returns service as unclear and frustrating - a major pain point.
Prior to this project, the process was handled via email or phone, lacked transparency, and led to errors, delays, and a reliance on trust. Internally, it was labor-intensive, inconsistent, and costly due to low UX maturity and an inside-out approach.
Motivation: The implementation resulted in an intuitive, 24/7 online returns system with automated email notifications, giving customers clear visibility and faster request handling. It also standardized internal workflows across the company, reducing manual effort and errors for associates.
Results/Improvement: Improvements were driven through co-creation workshops, aligning teams around user-centered solutions, which improved adaptation. The project led to increased customer satisfaction, streamlined operations, and reduced processing time and costs.
This project also served as a pilot for adopting a headless architecture, supported by the new design system.
