Project Type
Returns UX
Services
Build
Sector
Parenting
B2C
Platform
Adobe Commerce
Tech Stack
Hermes (Evri) API, Custom Frontend
The Challenge
Returns were a frequent source of customer friction. The old process involved multiple clicks, unclear instructions, and too much manual intervention from the support team. For new parents already under pressure, this just added more stress.
Our Approach
We created a custom Returns Portal with Hermes (Evri) integration, allowing customers to trigger returns and generate QR codes in seconds. Every step was designed and user-tested to ensure clarity, ease, and confidence.
The Results
- Drastically reduced returns-related support tickets - QR code returns available instantly - Positive feedback from mobile-first users
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