Returns were a source for customer complaints in an otherwise easy to use and enjoyable customer experience. With a strong focus on customer satisfaction, we wanted to tackle this pain point, despite the complexities involved.

After mapping out the ideal customer journey with minimal steps, we completely redesigned the returns experience, integrating with Hermes Parcel Drop Off service. We conducted user research before, during and after the design, finishing with prototype testing, before pushing it live. Customers loved the new process for returns for its simplicity and convenience. Wahoo!