HM accounts & returns | made-by-michael

Hello Molly
Accounts Dashboard & Returns

Context

This project focused on developing an e-commerce dashboard designed to guide users seamlessly through their journey, from browsing products to managing returns.

Problem

The existing dashboard and returns process were overly complex and lacked usability, causing frustration for users when managing their accounts and returns. The convoluted navigation increased dependency on customer support for tasks that should have been straightforward, ultimately impacting customer satisfaction.

Outcome

The result was a significant boost in usability and efficiency, leading to measurable improvements in key metrics:

25% increase in sign-ups
15% growth in successful sign-ins.
20% reduction in customer service tickets, driven by improved user journeys and enhanced account management features.

My role

As the Product Designer for this project, I took the lead in the entire experience design process, which included the following steps:

Scoping and road mapping
Conducting stakeholder workshops
Performing UX research (both quantitative and qualitative)
Conducting user testing
Mapping user journeys, creating UI flows, and developing personas
Designing end-to-end solutions (including wireframes, low-fidelity and mid-high fidelity and interaction design)
Ensuring quality assurance

Final designs

My accounts

To encourage users to complete their profiles, we created a module that offers rewards for sharing personal information. This initiative targets gaps in our user data by providing incentives, such as a special birthday reward for entering their date of birth.

As a result, we saw a 15% increase in profile completion. This enhancement improves data quality, allowing us to engage users more personally and tailor our offerings to their individual needs.

Order details

Users can access essential order information, including item details, purchase dates, and order statuses. The information transforms in real-time as the order moves through the processing, shipment, and delivery stages. It also showcases relevant details, such as the need help module and return information.

Rules for returns

This page explains the return policy, including eligibility criteria, timelines, and conditions. The language is clear and user-friendly, ensuring that users understand the requirements before proceeding.

Selecting products

Users select the items they wish to return from their order. Intuitive checkboxes and visual cues make this process straightforward and error-free.

Link orders

For users with multiple orders, this page allows them to link items from different transactions into a single return request. This simplifies the process and reduces friction.

Returns summary

The summary page provides a detailed recap of the user’s return request, including selected items, reasons for return, and any associated fees. Users can review and confirm their request with confidence.

Order details - returns

After submitting the return, this page tracks the status of the user’s return, including shipment updates and refund processing timelines. It ensures users have real-time visibility into their return journey.