Doorstep Returns
300K+ shoppers needed a way to return Target items without calling support. The flow didn’t exist, and we had 4 months to launch it. I led the 0→1 returns experience end to end, designing a flow that reduced confusion through progressive disclosure and clearer decision points. It launched in 20+ metro markets and landed a CSAT 8% above company average, helping open 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.
