A Product, Service & UX Designer.
Case Study #1
Easy Returns & Pickup for
E-commerce Customers through Better User Experience
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FedEx approached me to simplify and optimize the return and pickup process for e-commerce customers across Europe. The goal was to create an efficient self-service tool that would improve the user experience for both B2C and B2B users, automate processes, and reduce customer service dependencies.
Some sections of this portfolio have been intentionally blurred or modified to honor NDAs and protect sensitive client information. For a more detailed walkthrough, please feel free to get in touch.
Problem Statement
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E-commerce customers often face difficulties when trying to return items or schedule pickups.
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They receive pre-created AWBs (Air Waybills) for returns but lack a platform to easily schedule FedEx collections.
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This results in lengthy forms, costly customer service interactions, and frustrated users.
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Over 185,000 customers reported challenges with the existing process, citing the complexity and lack of control in managing returns.
Discovery & Understanding
To address this issue, I began by scrutinizing research artifacts and customer feedback to understand the pain points in the returns process.
I mapped out the end-to-end user journeys to identify key tasks, activities, emotions, and touchpoints.
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A high-level heuristic evaluation was conducted to uncover usability problems in an initial concept design proposed by a design agency. This helped me identify common patterns and themes to reuse from a usability perspective.
​Also, I initiated kickoff meetings with the business team to align and define both business and user goals.
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Major Pain points:
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Struggling with Easy Access
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Frustrated with Self-Service
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Worried about API Connected solutions
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Finding Returns difficult
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Confused about Deflection to Drop-Off
Envisioning
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I facilitated ideation sessions and organized several brainstorming sessions with the cross-functional teams to improve the user experience.
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I broke down tasks based on identified personas and created high-fidelity prototypes.
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These prototypes were tested through unmoderated task-oriented tests to evaluate usability and align goals.
New Pickup & Drop-Off Self Service Solutions
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The new solution, Pickup and Drop-Off 2.0, ensures customers have a digitally created AWB by asking for the tracking number and destination postal code.
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This serves as a security layer, ensuring collections are only scheduled for valid packages.
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The backend system checks the account status and AWB usage. Depending on the package characteristics, different services (drop-off or pickup) are offered.
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The self-service tool, enables B2C and B2B users to hand over packages to FedEx without an account or login.
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It simplifies pickups for customers across Europe and offers cost-effective retail point guidance and efficient country-specific deployment.
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Conclusion
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Streamlining Logistics? Simplifying Access, Self-Service, and Seamless Returns​.
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​Struggling with Easy Access? Skip the hassle of login, account numbers, or passwords.
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Frustrated with Self-Service? Book collections anytime, without relying on Customer Service, available 24/7.
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Worried about API Connected solutions? Enjoy a high success rate with 98% immediate confirmation.
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Finding Returns difficult? Easily return online purchases using the provided AWB.
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Confused about Deflection to Drop-Off? Shipments are validated for drop-off network compatibility, directing you to nearby drop-off locations if suitable.​
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The solution has garnered positive feedback across 11 countries, effectively reducing costs and enhancing service quality. Next focus involves deeper integration with the main application to elevate user experience and success rates.
My Role
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Gathering and analyzing data from diverse sources to understand user behaviors and needs.
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Prioritizing and incorporating user needs into the product roadmap.
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Validating design choices and making data-driven decisions.
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Visualizing potential solutions to ensure they meet user expectations.
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Fostering innovation through collaborative sessions.Implementing and testing enhancements to continuously improve the product.
