Return Queen Case Study

Revolutionizing Returns, A Journey of Simplification with Return Queen

What I did

Client
Year

UX Update, Re-branding, Website Design

Return Queen

2023

Impact

Customer service tickets related to missing return labels plummeted by 60%, relieving our support team and freeing up resources for other user needs. User satisfaction soared, leading to a 40% increase in completion rates for return pickups. Operationally, we achieved a 30% reduction in costs associated with manual label handling, driving efficiency and profitability.

Overview

Return Queen is a revolutionary service that simplifies the hassle of online returns. With Return Queen, users can effortlessly return items without the need for packaging, printing, or driving to the post office. Simply connect your email to sync purchases with RQ and start returning.

 

As the lead for Re-branding and UI/UX, I spearheaded the transformation of Return Queen into a user-centric platform that solves complex problems associated with online returns.

Unraveling the Complexity,
A Journey of Discovering the Crux of the Issue

Observation

At Return Queen, we recognized the need to revolutionize this experience. Users struggled with the cumbersome process of adding return shipping labels after scheduling a pickup. This bottleneck led to frequent drop-offs and instances where users forgot to upload their labels. Consequently, the customer service team had to reach out to each user individually, increasing demand for more agents and complicating an already difficult process.

True Problem

Users were tasked with manually handling return shipping labels, whether it meant forwarding email confirmations or ensuring physical labels were included in return packages. This disjointed process not only frustrated users but also strained our customer service resources. We knew we had to act swiftly to address this pain point and create a seamless return experience for our users.

 

Problem Impact

  • High volume of customer service tickets related to missing return labels.
  • Increased operational complexity in manually handling label forwarding and retrieval.
  • User frustration and potential abandonment of the return process, impacting user satisfaction and retention.

Desired Outcome

  • Decrease in customer service tickets related to missing return labels.
  • Streamlined return process leading to increased user satisfaction and retention.
  • Reduction in operational complexity and cost associated with manual label handling.
  • Improved user experience resulting in higher completion rates for return pickups.

A Stroke of Innovation
Enter RQ Instant Label Retrieval

Implementation
& UI/UX
Enhancements

RQ Instant Label Retrieval – our game-changing solution.

  • By developing a sophisticated backend integration, we empowered our platform to automatically retrieve return shipping labels from users’ email accounts. This revolutionary feature eliminated the need for manual label forwarding and ensured a seamless return process from start to finish.

 

  • Implemented a new UI/UX flow within the Return Queen app to guide users through the label retrieval process seamlessly. Additionally, we introduced the current pickup card on the homepage to show users the progress and update on the pickup. This card provides users with real-time information, indicating whether all labels have been found or if any are missing.

THE OLD WAY

THE NEW WAY

Simplifying the Process with
Progress Bar Guidance

Key
Enhancements

  • Progress Bar Guidance: Upon scheduling a pickup, users are presented with a progress bar indicating four stages: pickup schedule, retrieving available shipping labels, shipping labels retrieved, and completion. This provides clear visibility into the process and reduces uncertainty.

 

  • Real-Time Status Updates: Users are informed in real-time about the progress of label retrieval. If labels are found instantly, users are notified within seconds, eliminating the need for manual forwarding. If additional action is required, clear instructions are provided, ensuring users are always aware of the next steps.

Guiding Users Every Step of the Way

Key
Enhancements

We introduced the pickup status card on the homepage, offering users a snapshot of their return progress. This card dynamically updates to reflect the status of the pickup, indicating whether all labels have been found or if any are missing.

To further ensure users stay on track, we integrated text message updates and push notifications into the platform. These notifications serve as gentle reminders, alerting users when all labels have been found or if any further action is required. Whether it’s scheduling pickups, retrieving shipping labels, or completing returns, users are empowered with timely guidance and support every step of the way.

Pickup Status Cards

Elevating User Engagement with
Captivating Website Visuals

Revamping
branding and
website

But our journey didn’t stop there. We recognized the importance of providing a seamless experience not only on our app but also on our website.
With a comprehensive update, we revamped the Return Queen website along with creating new branding elements to provide clear and intuitive guidance on the return process. From detailed steps to captivating visuals, we ensured that users could navigate the journey with ease and confidence.

As part of our rebranding efforts, we introduced a new primary gradient color scheme that not only captured attention but also conveyed a sense of modernity and vibrancy. Additionally, we incorporated new shapes and elements into our branding, infusing personality and dynamism into every interaction. From sleek lines to playful curves, these design elements harmonized seamlessly to reflect the essence of Return Queen – innovative, approachable, and user-centric.

Landing page design

Conclusion: Leading the Way in Hassle-Free Returns

Conclusion

In conclusion, our journey with Return Queen exemplifies the power of innovation and user-centric design. By addressing pain points head-on and leveraging cutting-edge technology, we have redefined the return experience for our users. As we look to the future, we remain committed to continuous improvement and innovation, ensuring that Return Queen remains the go-to solution for hassle-free returns in the ever-evolving world of online shopping.