Shipt returns
Redesigned Target’s return pickup flow within Shipt, improving clarity and reducing manual errors across 20+ launch metros.
Company:
Shipt
Industry:
Delivery
Deliverables:
UX design
Timeline
2023
Diego played a key role in helping us launch a 0-to-1 B2C product in under 4 months. His user-centered design work was critical to simplifying the returns flow and reducing shopper confusion.
Cindy Ni
Cindy Ni
Cindy Ni
PM @Shipt
PM @Shipt
PM @Shipt
Overview
Shipt partnered with Target to enable doorstep returns, and the pilot flow had to remove errors, and minimal manual effort. Shoppers needed clear pickup instructions, and the UX needed to be scalable.
I owned UX for the entire return experience—coordinating with operations, engineering, and service teams to reduce confusion, cut shopper error rates, and elevate customer satisfaction.
Overview
Shipt partnered with Target to enable doorstep returns, and the pilot flow had to remove errors, and minimal manual effort. Shoppers needed clear pickup instructions, and the UX needed to be scalable.
I owned UX for the entire return experience—coordinating with operations, engineering, and service teams to reduce confusion, cut shopper error rates, and elevate customer satisfaction.
Overview
Shipt partnered with Target to enable doorstep returns, and the pilot flow had to remove errors, and minimal manual effort. Shoppers needed clear pickup instructions, and the UX needed to be scalable.
I owned UX for the entire return experience—coordinating with operations, engineering, and service teams to reduce confusion, cut shopper error rates, and elevate customer satisfaction.
Process
Redesigned return scheduling to clarify eligibility, prep steps, and refund expectations
Simplified shopper instructions and automated issue reporting
Introduced proactive status updates to reduce customer anxiety
Collaborated closely with engineers to align backend handoffs between Shipt and Target
Process
Redesigned return scheduling to clarify eligibility, prep steps, and refund expectations
Simplified shopper instructions and automated issue reporting
Introduced proactive status updates to reduce customer anxiety
Collaborated closely with engineers to align backend handoffs between Shipt and Target
Process
Redesigned return scheduling to clarify eligibility, prep steps, and refund expectations
Simplified shopper instructions and automated issue reporting
Introduced proactive status updates to reduce customer anxiety
Collaborated closely with engineers to align backend handoffs between Shipt and Target
Ship and test
✅ 0 → 1 product launched in 4 months
🌟 CSAT scores 8% above company average
⚙️ Minimal operational issues across 20+ metros
🛠 Unlocked a new B2C line for Shipt
Ship and test
✅ 0 → 1 product launched in 4 months
🌟 CSAT scores 8% above company average
⚙️ Minimal operational issues across 20+ metros
🛠 Unlocked a new B2C line for Shipt
Ship and test
✅ 0 → 1 product launched in 4 months
🌟 CSAT scores 8% above company average
⚙️ Minimal operational issues across 20+ metros
🛠 Unlocked a new B2C line for Shipt
Other Cases
Other Cases
Other Cases
