Senior User Experience Designer and Accessibility Expert
I'm a UX specialist, and I love improving systems and simplifying the complex.
Big Box Express — Self-service return app concept
A self-initiated concept demonstrating end-to-end UX process, from research through wireframes, user flows, and a clickable prototype.
Problem statement:
Processing a retail return requires a customer service clerk to manually enter information the shopper already has. The result is long wait times at customer service counters, a consistent pain point for shoppers, and staffing pressure for stores during busy periods.
My role:
Sole UX designer working end-to-end: user research and interviews, competitive analysis, sitemap redesign, wireframing, and mobile design.
Process:
Research examined the return process from both the shopper and store operations perspective, identifying the data entry handoff between customer and clerk as the core friction point. User flows mapped the steps a shopper would complete independently before reaching the counter. Wireframes and sketches explored the key screens, followed by a clickable prototype to demonstrate the experience.
Concept:
A mobile app allowing shoppers to initiate and pre-process their own returns before arriving at the store. By completing the clerk-facing data entry steps in advance, wait times at customer service counters are reduced for shoppers, and the workload is eased for staff.
