When initiating a return or exchange, M.Gemi required the customer to input their order number, which was often hard to find. To remove this friction, we designed a combined landing page that creates a single entry point for customers from which they can specify if they are performing a return or an exchange.
To remove friction created by requiring the order number (which is often hard to find / can create friction in the user journey when considering initiating an exchange).
Design supports initiating returns / exchanges with using either (mobile) phone number OR email as the key identifier to move from the Landing page to selecting the action <exchange|return>
Single point of entry to take action <exchange|return> should require only one variable for identification, not two (since we'll use account verification as another way to implement security)
Design includes mobile phone number authenticated by SMS code and supports an alternative verification code (if phone number code not possible)
Elevate details about our returns / exchanges policy on the landing page
Flow Diagram
Wireframes
Prototypes
UI & Visual Design
Presentation to Stakeholders
This flow diagram shows the customer’s journey through returns and exchanges, with three separate entry points: order history, mgemi.com/returns, and mgemi.com/exchanges.
This was the first attempt at creating a single point of entry for customers.
In the next version of the prototype, I was able to cut out a step for the user. Initially, the customer had to select SMS or email to receive a verification code (1), then input their mobile number or email (2), followed by entering the verification code they received or clicking the verification link in the email (3). By creating a single form field where users could enter either their mobile number or email upon landing I was able to streamline this initial 3 step process for the customer into just 2. Showcased below are two ways that customers can enter the portal: via mobile number or email address.
Customer entering the portal via mobile number.
Customer entering the portal via email address.
