Ref

The easiest return process + introducing a scalable design system.

Project Details

Timeline

2 Weeks

Services

UXR

Website

reformation

Challenge

A difficult return process

The exiting Reformation return process was tremendously cumbersome for the user because:

Users could only return one item at a time
Users could not combine a return and an exchange in one transaction
Users could not find the return shipping label

Goal

Architecting a frictionless return process

In order to create a return flow that encompasses all user journeys, we had to completely redesign the process and rethink the user flows. Therefore, I made sure to chat with:

Ref Customer Love Team
Ref Software Engineers
Ref Customers

Solution

The easiest return flow

After embarking on user research and ideation, I redesigned the returns flow to be a 2 step process that allowed:

Multi returns per transaction
Returns + exchanges in one transaction, with an option to keep the item!
Increase visibility of the "print label" button

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