Doorstep Returns
300K+ shoppers needed to pick up and return items to Target without calling support. The flow didn't exist. Four months meant no room for indecision. Every screen had to be right the first time.
Impact & Delivery
Full returns flow built 0→1, from acceptance to doorstep handoff → shipped on schedule in 4 months
Progressive disclosure reduced shopper error at every step → CSAT 8% above company average
Scalable across 20+ metro markets from day one → 1K+ weekly orders at launch
Unlocked a new B2C line of business for Shipt
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.
