All case studies

JustFab

E-Commerce

Return

Role:

Product Design

Date:

Q3 2023

Platform:

Web

C O N T E X T

Adopting Aggregated Shipping for In-Person Returns: Enhancing Sustainability and Reducing Logistic Costs

Processing a return can be significantly costly for e-commerce retailers. FabKids, the children's apparel and shoes fashion company, currently processes returns through a relatively traditional method with the USPS. The project is about adopting a new return process with a third-party service Happy Returns.

I integrated the Happy Returns method into the existing return flow and continued with several iterations to better align with business goals. This adaptation achieved a 72% adoption rate, significantly reducing logistics costs for the business.

72%

Adoption Rate

I M P A C T

72%

Adoption Rate

72%

Adoption Rate

D E S I G N H I G H L I G H T

Design Iterations to Meet Business Objective

Initially Happy Returns option shares an equal importance as the Print Label (through USPS) option. Because of its sustainable business model, the design at first to show its eco-friendly message and hopefully to appeal to the users.

Later, after further communication with business stakeholders, I realised that the Happy Returns service is also introduced to save the business logistics costs because of its aggregated shipping method, meaning multiple items from one or more orders can be dropped off at its return hubs without individual shipping labels.

So, the goal is not only adopting Happy Returns but also encouraging users to choose it. Therefore the design evolved from V1 to V2, then to V3.