RadliffDesign
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Returns Management for Shopify Brands

— ROLE

Director of

Product Design


— DATE

Jan 2022 – Jun 2022

Loop Returns needed to scale their experience strategies for their four main product work streams – onboarding and setup, returns administration, reverse logistics, and their core returns experience. I quickly rebuilt their design team from a team of one to a team of six. We focused on strategic partnerships, brand presence and conditional machine learning to power their admin experience.

Mobile

First

The Loop Returns core returns experience was design as a mobile first application. It also needed to pair directly with the Shopify system. Keeping desktop in mind our team tailored the experience for mobile users, as this was the predominant segment of people using our service.

Fully Integrated Experience

White label product

Click play to view experience.

The core product experience was designed to integrate seamlessly with any e-commerce brand within the Shopify ecosystem. This allow us to link tightly with each brand’s existing catalog, enabling our services to expedite exchanges efficiently, offer returns instantly, or provide credit before the return is in the mail. The core easy to use product experience allowed our customers to retain revenue upwards of 2-3% by diverting dollars that would have been returned to exchanges.

Edit

Returns

My team focused largely on the robust controls and features offered to our customers when it came to the administration of their returns management experience. Our admin experience was as clean and simple to use as the core returns experience our shoppers used.

Sample reel of admin experience

Data

I improved the data display within our tracking returns interface for our customers.

Analytics

I improved Loop’s analytic dashboards, to showcase important returns and exchange metrics.

Conditional Logic

Creating custom experiences

Custom

Flows

My team created a canvas-based conditional logic system to design tailored returns or exchange flows. With a few clicks, our customers could easily customize a returns workflow to meet their needs. Merchandise verification, return paths, choice of payment, and many other actions were defined and designed to be easily specified to meet the business needs of customers.