Returns UI
Bringing tranparency in after sales related to returns & refunds
UX Designer
METRO Markets
2023
Improved average return process time by 56%
What is Returns UI?
Returns UI is METRO Markets’ interface for handling and processing returns in six countries. It is being used by customer service and warehouse teams as a tool for hassle-free return processing.
UI Analysis
I deconstructed the UI and focused on the app's information architecture and user interface.
Card Sorting Exercise
To better understand user needs and optimize the information architecture, I conducted two card sorting sessions with key stakeholders:
Participants:
Customer Support Team members
Warehouse Managers
Key Findings
Users had different mental models for grouping content than the existing structure
Critical information was missing from the interface
Cluster names needed improvement for better clarity
Information architecture required restructuring
The Redesign
The redesign addressed two main topics:
Efficient structuring of order, return and buyer details
Simpler way of editing a return line
Impact
Analysis of return reasons to improve product information & identify potential issues with products.