Designing for customer convenience – Zalando

Overview:

My close to 3 years journey in the number one fashion e-commerce platform of Europe started with a complete overhaul of the post purchase experience of Zalando.

Mission:

My mission was to reduce the apprehension associated with online shopping, by redesigning My Orders & My Returns section of Zalando so that our customers can shop more confidently. It was a marriage between qualitative and quantitative research that translated into design solutions that created huge customer satisfaction while generating positive business impact.

Process:

During the process I worked with number of product owners, data scientists and engineers from sizing, sustainability, payments, content and logistics teams to ensure the impact of my design runs deep and wide.

Outcome:

In Q4 2019 the new return process reported a total savings of 6.9M € and reduced the returned packages by 1.9M which contributed towards the CO2 offsetting by a huge amount.



Zalando SE
August 2017 – Ongoing | Team size – variable

What I did

  • Design sprints
  • Ideation sessions
  • Wireframe
  • Visual design
  • Usability testing