Project Overview

 

Background

Amazon.com, Inc. is an American multinational technology company which focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. It has been referred to as "one of the most influential economic and cultural forces in the world", and is one of the world's most valuable brands.

Problem

Amazon Returns process currently lacks clarify and appears confusing to users which result in numbers of calls and complaints. Once users initiated a return, they will be presented with a summary page. The summary page is inconsistent across the board from email communication, devices, and more.

Scope: Email design and responsive design

Skills & Tools: Sketch, Figma, UI Design, UX Design, Prototyping, User-testing, User Research

Timeline: January 2022 - October 2022

Post-return communication

  • We want to make sure customers have everything they need to make a return at a selected location. Customers will get an email right after they initiated a return of the instructions, status of the return, and any additional information such as return location amenities.

  • Once customers have successfully dropped off their return(s), an email will be sent confirming that we have received the item and that their refund is on its way. This email will show the status of the return, refund information, and if there are any remaining returns to be made in case of multi-items return. Customers will always be in the loop of their refund status and any critical information to successfully complete their return.

  • This where we spent a lot of time thinking through if we need total of three progress milestones vs four. Some customers prefer to know when their refund is being credited while, some customers would like to only know when it’s being processed knowing the time it takes may vary. However, it’s best practice to congratulate the customers of completing a task (return) and as a bonus, Amazon is able to use this as their marketing/advertisement tool for further sales and tractions to Amazon.com.

 

Concepts

Concept 1: Single item return (4 milestones)

This is the simplest flow for Amazon returners. Users have one item to return and one location to drop off.

Concept 2: Single item return (3 milestones)

This single item return only contains 3 milestones from start to end. Customers will see their current status highlighted in blue checkmark and the next steps indicating future statuses in order to complete the return process. Because there are only 3 milestones, customers will get less email notifications/confirmations than Concept 1 (with 4 milestones).

Concept 3: Multi-items return

Most of the returns on Amazon contain more than one item and often at multiple locations. This can easily cause confusions and as a results, customers call Customer Service for help. By sending email confirmations and notifications, we hope to answer all the questions and help customers make all returns successfully.

Mobile flow 1 (middle screen): shows each item’s return status in a radial progression style.

Mobile flow 2 (last screen): shows each item’s return status in a bar progression style.

IT IS LIVE

IT IS LIVE

Amazon Post-return experience is live and you can see this update when you initiated a return.