The returns process for consumers is often time consuming, confusing, expensive, and/or a lot of work for consumers. Based on the research found from Supply Chain Quarterly this plays a role in whether users decide to buy from a retailer again and thus improving the returns process will positively benefit both the users and the business.
We built a web based app that incentivizes exchanges over returns by offering free vs. paid doorstep pick-up (this saves the business money since exchanges are cheaper than returns). Doorstep also collects feedback as to why the exchanges and returns are happening to help a business get a better idea about what is happening on the customer's end. Doorstep also uses AI to scan the products as a preliminary way to see if the product can be exchanged or returned which helps the business save time by decreasing the number of orders they have to check manually. After a exchange or return is accepted Doorstep than offers customers who wanted the doorstep pick-up convenient time slots for an agent to come and pick-up their exchange or return.
Due to the complexity of the problem, we chose to use the Design Thinking Framework to make sure our product was based on solid research before we began thinking up solutions.
See More