Doorstep
Industry
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Timeframe
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Role
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Team
A digital solution that helps e-commerce business owners improve long-term customer satisfaction by providing free return pickups and personalized product recommendations for exchanges.
E-Commerce, B2B
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4 Months
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UX Designer, Interaction Designer
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Designers, Researchers, Product Manager
Goals
Business Owner
Provide an exemplary return and exchange platform that pays for itself.
Consumer
Alleviate the frustration of driving to local retailers or delivery centers for returns while balancing more pressing life matters.
Return Agent
Create a dependable source of income and fair compensation.
Design Hypotheses
If we provide consumers with incentives like free doorstep pickup, then they will likely choose the exchange option.
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If they choose to return the item, customers are left with a positive experience and they would likely purchase from the business again.
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Key Features
AI Product Eligibility Verification
To reduce refund disputes, an AI-enabled solution allows customers to upload item images for instant return or exchange approval.
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Business Dashboard
Business owners can override AI product rejections, respond to customer inquiries, customize their return policy, and view their ROI since implementing Doorstep.
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Design Refinement
I prioritized refining the top usability concerns to enhance the user experience following each round of user testing.
Email Buttons + Customer Support
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UPS Return Process
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Building Trust in AI Photo Verification
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Why is this needed?
Many people fail to complete returns and exchanges on e-commerce purchases; shipping the item back or going to a brick-and-mortar location is a frustrating barrier. Business owners are also looking for a digital solution to increase long-term customer satisfaction.
Doorstep alleviates these pain points.
Business Owner
Improved percentage of exchanges vs returns, minimizing lost customers.
Consumer
Increased satisfaction with business offerings and higher likelihood to become a repeat customer.
Return Agent
Additional, dependable stream of income.
Design Hypotheses Results
If we provide consumers with incentives like free doorstep pickup, then they will likely choose the exchange option.
​If they choose to return the item, customers are left with a positive experience and they would likely purchase from the business again.​
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4/5 Consumers preferred the exchange option because of the convenience
(under the condition that they didn’t have concerns about the product quality).
Design Artifacts
Personas
Happy Path + Edge Cases
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Wireframes
Mid-High Fidelity
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