Built a 0→1 returns flow in 4 months. CSAT 8% above company average.

Shipt had 300,000 active shoppers and no way for them to return a Target item without picking up the phone. Every return that went through support was a cost Shipt was eating and a shopper experience that ended in friction instead of confidence. The flow needed to exist — and we had 4 months to build it from nothing. I owned the 0→1 returns experience end to end, from defining what the flow needed to do to shipping it across 20+ metro markets in under 4 months. The core design challenge wasn't visual, it was cognitive: a shopper standing at a door with someone else's groceries needs to know exactly what to do next, with zero room for hesitation or error. I used progressive disclosure to surface only what was relevant at each step, eliminating the decision paralysis that was driving support calls in the first place. It launched across 20+ metro markets and landed a CSAT 8% above the company average. But the bigger outcome was strategic, as this flow didn't just solve a support problem, it helped Shipt open an entirely new B2C line of business. A returns experience that didn't exist became a growth enabler.