Target Returns via Shipt
Launched returns across 20+ metros in under four months, achieving CSAT scores 8% above company average.
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
Bringing doorstep returns to life
Target partnered with Shipt to test a new idea: what if customers could return items from home, no printer, box, or trip to the store needed? It was a brand-new feature, and nothing like it existed in the app.
I was brought in to design the entire return experience from scratch—one that worked not just for customers, but also for Shipt shoppers handling the pickups, and the internal ops team managing the flow.
The pressure was on: this pilot was high-visibility, with a tight deadline and moving pieces across two companies.
Bringing doorstep returns to life
Target partnered with Shipt to test a new idea: what if customers could return items from home, no printer, box, or trip to the store needed? It was a brand-new feature, and nothing like it existed in the app.
I was brought in to design the entire return experience from scratch—one that worked not just for customers, but also for Shipt shoppers handling the pickups, and the internal ops team managing the flow.
The pressure was on: this pilot was high-visibility, with a tight deadline and moving pieces across two companies.
Bringing doorstep returns to life
Target partnered with Shipt to test a new idea: what if customers could return items from home, no printer, box, or trip to the store needed? It was a brand-new feature, and nothing like it existed in the app.
I was brought in to design the entire return experience from scratch—one that worked not just for customers, but also for Shipt shoppers handling the pickups, and the internal ops team managing the flow.
The pressure was on: this pilot was high-visibility, with a tight deadline and moving pieces across two companies.
No roadmap, just real-world complexity
There wasn’t a previous version to iterate on—we had to invent the flow while the logistics were still being figured out. Every decision had to account for three sides: customer ease, shopper clarity, and operational reality.
Some key design calls:
Step-by-step returns: I created a simple, guided flow to help customers schedule pickups, prep items, and understand refunds.
Smart shopper workflows: On the shopper side, I made sure return tasks were easy to identify and grouped logically with other deliveries.
Built-in backup plans: Things don’t always go perfectly—so we designed for missed pickups, partial returns, and real-world messiness from day one.
I worked closely with the PM, ops, and engineering to adapt fast as policies, inventory rules, and workflows evolved.
No roadmap, just real-world complexity
There wasn’t a previous version to iterate on—we had to invent the flow while the logistics were still being figured out. Every decision had to account for three sides: customer ease, shopper clarity, and operational reality.
Some key design calls:
Step-by-step returns: I created a simple, guided flow to help customers schedule pickups, prep items, and understand refunds.
Smart shopper workflows: On the shopper side, I made sure return tasks were easy to identify and grouped logically with other deliveries.
Built-in backup plans: Things don’t always go perfectly—so we designed for missed pickups, partial returns, and real-world messiness from day one.
I worked closely with the PM, ops, and engineering to adapt fast as policies, inventory rules, and workflows evolved.
No roadmap, just real-world complexity
There wasn’t a previous version to iterate on—we had to invent the flow while the logistics were still being figured out. Every decision had to account for three sides: customer ease, shopper clarity, and operational reality.
Some key design calls:
Step-by-step returns: I created a simple, guided flow to help customers schedule pickups, prep items, and understand refunds.
Smart shopper workflows: On the shopper side, I made sure return tasks were easy to identify and grouped logically with other deliveries.
Built-in backup plans: Things don’t always go perfectly—so we designed for missed pickups, partial returns, and real-world messiness from day one.
I worked closely with the PM, ops, and engineering to adapt fast as policies, inventory rules, and workflows evolved.
From idea to pilot in 4 months
We launched the feature across 20+ metros in under four months. Within weeks, CSAT scores came in 8% above company average.
Shoppers were able to handle returns without extra confusion, and internal support saw fewer tickets than expected—especially for a brand-new service.
The feature helped unlock a new B2C offering for Shipt and opened the door for future service layers on top of their delivery infrastructure.
From idea to pilot in 4 months
We launched the feature across 20+ metros in under four months. Within weeks, CSAT scores came in 8% above company average.
Shoppers were able to handle returns without extra confusion, and internal support saw fewer tickets than expected—especially for a brand-new service.
The feature helped unlock a new B2C offering for Shipt and opened the door for future service layers on top of their delivery infrastructure.
From idea to pilot in 4 months
We launched the feature across 20+ metros in under four months. Within weeks, CSAT scores came in 8% above company average.
Shoppers were able to handle returns without extra confusion, and internal support saw fewer tickets than expected—especially for a brand-new service.
The feature helped unlock a new B2C offering for Shipt and opened the door for future service layers on top of their delivery infrastructure.
Other Cases
Other Cases
Other Cases
Diego works smart and fast, communicates clearly, and is a great team player. He’s thoughtful, professional, and brings clarity to complex design problems.
Mindy @Clear Company
Diego is a world-class designer and strong UI advocate. He collaborates seamlessly, sticks to standards, and clearly communicates across stakeholders. His work is top-tier.
Debra @Eskalera
Diego consistently delivered high-quality design work that aligned with Procore’s guidelines and timelines. He brought dedication, skill, and reliable execution to every project.
Karen @Procore
Diego ramped up fast, shipping MVPs within weeks. He’s efficient, creative, and user-centered. Always open to feedback, he brings high value to any design team.
Brian @Alteryx
Diego is a talented UX designer and a pleasure to work with. He approaches his work with a solid understanding of users and tasks and seeks to make experiences clean and simple.
Elizabeth @Alteryx
Diego listens well and delivers design on time with great attention to detail. He is not shy about discussing trade-offs in design choices and is always ready to collaborate on creating user experiences that users find valuable.
Natalie @GroundTruth
Diego adapted fast to our design system and delivered great work on tight timelines. He’s efficient, detail-oriented, and easy to work with.
Liz @Venmo
Diego ramped up fast, shipping MVPs within weeks. He’s efficient, creative, and user-centered. Always open to feedback, he brings high value to any design team.
Brian @Alteryx
Diego works smart and fast, communicates clearly, and is a great team player. He’s thoughtful, professional, and brings clarity to complex design problems.
Mindy @Clear Company
Diego is a world-class designer and strong UI advocate. He collaborates seamlessly, sticks to standards, and clearly communicates across stakeholders. His work is top-tier.
Debra @Eskalera
Diego consistently delivered high-quality design work that aligned with Procore’s guidelines and timelines. He brought dedication, skill, and reliable execution to every project.
Karen @Procore
Diego ramped up fast, shipping MVPs within weeks. He’s efficient, creative, and user-centered. Always open to feedback, he brings high value to any design team.
Brian @Alteryx
Diego is a talented UX designer and a pleasure to work with. He approaches his work with a solid understanding of users and tasks and seeks to make experiences clean and simple.
Elizabeth @Alteryx
Diego listens well and delivers design on time with great attention to detail. He is not shy about discussing trade-offs in design choices and is always ready to collaborate on creating user experiences that users find valuable.
Natalie @GroundTruth
Diego adapted fast to our design system and delivered great work on tight timelines. He’s efficient, detail-oriented, and easy to work with.
Liz @Venmo
Diego ramped up fast, shipping MVPs within weeks. He’s efficient, creative, and user-centered. Always open to feedback, he brings high value to any design team.
Brian @Alteryx
Diego works smart and fast, communicates clearly, and is a great team player. He’s thoughtful, professional, and brings clarity to complex design problems.
Mindy @Clear Company
Diego is a world-class designer and strong UI advocate. He collaborates seamlessly, sticks to standards, and clearly communicates across stakeholders. His work is top-tier.
Debra @Eskalera
Diego consistently delivered high-quality design work that aligned with Procore’s guidelines and timelines. He brought dedication, skill, and reliable execution to every project.
Karen @Procore
Diego ramped up fast, shipping MVPs within weeks. He’s efficient, creative, and user-centered. Always open to feedback, he brings high value to any design team.
Brian @Alteryx