Redesigned Target’s return pickup flow within Shipt, improving clarity and reducing manual errors across 20+ launch metros.
Industry
Delivery
Company
Shipt
Overview
Shipt partnered with Target to enable doorstep returns, and the pilot flow had to remove errors, and minimal manual effort. Shoppers needed clear pickup instructions, and the UX needed to be scalable.
Challenge
As lead designer, I owned UX for the entire return experience—coordinating with operations, engineering, and service teams to reduce confusion, cut shopper error rates, and elevate customer satisfaction.
Process
- Redesigned return scheduling to clarify eligibility, prep steps, and refund expectations - Simplified shopper instructions and automated issue reporting - Introduced proactive status updates to reduce customer anxiety - Collaborated closely with engineers to align backend handoffs between Shipt and Target
Launch, test and iterate
✅ 0-to-1 product launched in under 4 months 📦 Hit 1K+ weekly orders post-launch 🌟 CSAT scores 8% above company average ⚙️ Minimal operational issues across 20+ metros 🛠 Unlocked a new B2C line 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.
Cindy Ni
PM @Shipt
