PICK UP MY RETURNS
Optimizing the checkout process
Pick Up My Returns is an upcoming product that aims to make returns easier for busy individuals who love to shop. Their current checkout process for scheduling package pickups needed a bit of love to help put their product on the map.
My goal was to bring a better checkout experience for the users of Pick Up My Returns.
Platform:
Website
Project:
Contract
Tools:
Figma
FigJam
Roles:
UX/UI Designer
UX Researcher
Duration:
1 week
Success Metrics!
Simplified the checkout process for users.
1
I implemented an accordion-style, one-page checkout page reducing steps by 50%.
2
Updated the UI components so it doesn’t resemble a moving business.
3
RESEARCH
The most common reasons for cart abandonment relates to user experience.
of users leave due to a complex checkout process
of users leave due to being asked too much information
of users due to not having many payment options
DEFINE THE PROBLEM
So…how might we make scheduling a pick up easier and stress-free?
The original website's design wasn't user-friendly, making it hard for people to figure out what information they needed to provide and where they were in the process.
So we’ll start by simplifying the checkout process.
No bells or whistles, let’s get the user from A to B so they can get their returns picked up STAT!
Similiar competitors, like Returnmates, often used a multi-step checkout process.
But is it too many steps? or just the right amount…
Users should know exactly what they need to do to complete the checkout process. So I looked at successful e-commerce checkout pages.
Madewell employs a multi-step checkout process, but limits it to 3 steps so the user knows exactly what information is needed from them to process their order.
1
Sephora uses an accordion-style checkout, where the user can only progress forward if the prior information has been completed. The user can also see what steps are coming.
2
DISCOVER
How can we apply what we learned to improve upon the current process?
Lesson #1: There is definitely a limit on how many steps users want to take.
In the realm of e-commerce, overwhelming customers with extensive form fields can lead to lost sales. While traditional one-page checkouts are considered outdated due to potential complexity, the accordion-style checkout (right) emerges as a smarter solution, that condenses information into a more user-friendly and efficient single-page format.
Lesson #2: Continue to reduce cognitive overload by offering pickup time ranges instead.
When addressing the challenge of simplifying the pickup time process, I shifted the approach from presenting all options to adopting a pattern commonly used by postal services and DoorDash. During usability testing, users found ease in choosing an earliest and latest time. This not only proved to be more effective but also minimized the space required to capture the information.
Lesson #3: Combining related inputs helps with reducing unnecessary steps.
I streamlined the process by grouping related inputs into the same categories. For instance, scheduling your pickup time and selecting your pickup method no longer required the user to complete it separately; these actions are in the same page to enhance user efficiency.
DELIVER
My final prototype reduced the checkout steps by half and focused on a linear approach.
The objective of this redesign aimed to enhance the checkout experience, minimize instances of abandoned shopping carts, and foster a smoother process by creating a more streamlined flow.
This allows users to effortlessly navigate through each step, clearly visualizing what, where, and when they need to proceed for a successful pickup.
FUTURE
Pick Up My Returns is getting a facelift! We are now SnapBack Returns!
Co-founders Jillian Arnold and Alexis Jones have teamed up to combine both of their products Pick Up My Returns and Noted Returns into the newly anticipated SnapBack Returns, to make all your returns a snap!
Stay tuned to see what new updates to the design I’ll be making!
In the meantime, you can get a preview of the app here!