Spark: After consistent customer feedback, the options for returns and exchanges were determined to be inadequate to meet customers' needs. I led the project to determine scope, find level of effort, build initial wireframes, and do a competitive analysis.
Result: because of changing business requirements, this project was stopped at the discovery phase.
In Discovery
In 2012, the returns/exchanges process for the outdoor ecommerce site Altrec.com was woefully under-powered. For customers, we had few direct tools to self-manage their returns. For Customer Service reps, the process was cumbersome and manual. I began the discovery process to find solutions that could help both groups and potentially complete their tasks quickly, in addition to helping recover 'lost' revenue from returns.
Phase 1
The first phase would require adjustments to site login, the returns form, the checkout pages and the backend processes to support exchanges.
As a customer with an item that didn't fit, I want to quickly set up my exchange, because I want the replacement quickly
Consistent Login
Simplify login for returning customers
Reduce maintenance and updates
Prepare for ‘login anywhere’ and a more personalized site
Rebuilt Returns
Ability to specify items for Return or immediate Exchange credit
Earlier returns on partially shipped orders
Better printing of packing list
Updated Checkout
Exchange credit available immediately in checkout
Only one exchange credit can be applied per new order
Exchange orders require credit card, even with zero balance
Improved Process
Order Management Tools (OMT) updates to allow for better CS returns tools for miss-ships, missing products and early returns.
Updated Order Details page for faster Return interaction direct to customer
Updated Trigger templates to indicate Exchange Orders and Return reminders.
Better business-level reporting on Open RMAs, Exchange Orders and shipping costs.
Testing & Dev Timeline
Week 1: Wireframes and static comps
Week 2: Graphic Design and interactive comps
Week 3: Build User Acceptance Testing plans and merge with development testing plans to cover any missing pieces on: Order Management Tools, Website, Trigger Emails, Batch updating Jobs, Reporting & Analytics
Week 5: Code complete on development side
Week 6: User Acceptance Testing
Week 7: Design and flow adjustments
Week 8: Launch and track Analytics
Phase 2
The second phase would require updates for the customer-facing printouts, the customer account, returns shipping logistics and customer-account credits.
Single Print
Packing List
Receipt
Shipping Label
Return Label
Simplified Account
Items returnable directly from Account home
Both Returns & Order Status links redirect when logged-in
Easier Return Shipping
Cost is discounted at volume rate
Cost is shown to customers during return
Return shipping is linked to our OMT/email triggers
Shipping Label is printable at home
Faster Credit
Credit is issued when the return package is confirmed as shipped through the shipping partner API.
