Raffaele Gesulfo

Return, inspire customer trust and loyalty

Narvar │ UX & UI Design │ 2016 - 2017

Narvar Return offers a simple and engaging experience for retailers looking to inspire trust and loyalty amongst its customers. The product was so successful that soon retailers also wanted exchanges and repairs to be supported.

To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. The information in this case study is my own and does not necessarily reflect the views of Narvar.

Complex Problems, Simple Flow

The reverse logistics around returns is a black beast even for retailers themselves. Our goal was therefore to design a comprehensive solution with retailers and end-users in mind. Besides, given the complexity and unknown around this project, our success was determined by the flexibility of the platform to adapt fast and smoothly to new requirements. We designed a straightforward flow composed of simple steps. Each of these steps could be adjusted based on the retailer’s needs, but also the customer’s own reality. Is it a gift? Does she have a printer? Does she want to exchange an item?