Overview
I contributed to two projects focused on improving the returns method selection page — where customers choose how and where to return items in the Amazon returns flow. These efforts were part of a broader initiative to improve the returns experience across six international marketplaces.
Challenge
Customers reported difficulty comparing return options, understanding packaging requirements, and discovering promotions. The team aimed to create a more intuitive and consistent experience that met both customer and business needs.
My Role
As the lead UX designer, I collaborated closely with product to:
- Plan and conduct customer research across international markets
- Analyze findings from interviews and surveys
- Translate insights into design solutions
- Deliver final designs for implementation
Process
Research Phase
Conducted customer interviews across six global markets and analyzed over 2,000 survey responses. Synthesized findings into key opportunity areas.
Design Phase
Reworked the information architecture for return options, developed an icon system to improve scannability, designed features to enhance store location access and promotion visibility, and iterated based on team and stakeholder feedback.
Solution
The updated experience is now live, improving usability by:
- Introducing a clean visual hierarchy and icon set for return methods
- Enhancing visibility of nearby drop-off locations
- Highlighting available promotions
- Clarifying packaging and preparation requirements
All screenshots are from Amazon.com’s public website.
