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What is Returns Management

The returns management process is used in both retail and e-commerce industries and involves processing returned products by collecting, organizing and restocking returned inventory or exchanged items.Following the return of the item, depending on the product and the situation, it must also be decided whether to recycle the item and save useful parts, repair or refurbish it, resell it, or destroy it.

Need for for well crafted Returns Management

With the continuous growth of omnichannel commerce, direct store shipments, and direct home shipments, as well as the complexity of global sourcing, delivery errors are becoming more prevalent. A well-crafted returns management system has a direct impact on a company’s cost of doing business and on the quality of customer service it offers. Improving your returns process can have a positive effect on sales, revenue, and customer retention.
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• 12% of consumers want a swift refund or credit
• 67% of shoppers will check your return policy before buying from you
• 72% of shoppers are willing to spend more and buy more frequently from brands that make the return experience simple

Returns Management Process

Define

Scenarios

Scope

The scope of the project is only to make the movement of items from one stage to another or within a single stage (as value added services stage can have multiple workstations) seamless.

Drawbacks in current way of moving items

Opportunity Area

System Architecture

Wireframes

Insights from wireframe testing

To validate the wireframes created, I simulated the same environment and tested the wireframes with team by doing moderated usability testing. I also talked to product manager and senior product manager to gather their inputs. Following are the insights from the testing and interviews done-

• While testing, we realised that-Operator would find it difficult to perform these actions using the hand held device as they would also be handling the items simultaneously, so there will be chances of device getting misplaced.
• Handheld device has very less screen space making it difficult to effectively show everything required especially in the flow of placing items on the bot.

Redesigned Wireframes

User Interface

Product Video

Future Scope

• The project can be made more focussed by including different profiles in the design and actions related to them are only shown.
• The step of calling the bot can also be made automatic as soon location is added to the item, thus saving time.