Making doorstep returns feel effortless.

Shipt’s 300,000 active shoppers had no self-service way to complete a Target return. When something went wrong or the next step was unclear, shoppers had to contact support. Unlike a familiar delivery, a return required shoppers to complete a chain of connected tasks: evaluate the offer, collect someone else’s merchandise, meet two deadlines, follow item-specific instructions at Target, and document the handoff. I owned the experience end to end—from defining the workflow to designing the launch-ready product. The challenge was to make an unfamiliar, multi-location task feel predictable at every step. The experience launched across 20+ metro markets in under four months and achieved a CSAT score 8% above Shipt’s company average. It also helped Shipt move beyond support-assisted returns and establish a new customer-facing service. A workflow that did not previously exist became the operational foundation for a new line of business.