HYPD ecommerce
EXCHANGE & RETURN feature for B2B and B2C
My Role & Responsibilities
Product Designer Worked as a sole contributor on features for both b2b & b2c
HYPD is a cutting-edge ecommerce platform fostering a relationship between creators/brands and users. For creators, it offers customizable storefronts, effective merchandise showcases, engagement features like live sessions, and insightful data analytics. Conversely, users benefit from personalized recommendations, exclusive access to limited releases, and community interaction opportunities.
The problem required us to design the exchange and return flow in the application. Since we are a platform and do not own the shipping, brands used their own shipment methods. In parallel with this, we also had to design the B2B side, specifically for the usage and management of the operations team.
Empowering Users with Comprehensive Information Access: In our design endeavor, the primary goal was to equip users with complete control and access to information, particularly in the critical realm of exchange and return tracking. However, the absence of an in-house shipment system posed limitations on our ability to provide seamless tracking and real-time updates, presenting a substantial challenge to delivering the intended user experience.
Navigating Limitations in Third-Party Shipment Integration: The unique challenge arose from our reliance on a third-party shipment system, impacting the depth and efficiency of our tracking capabilities. Overcoming the constraints posed by the external platform's tracking and update functionalities became a significant hurdle, requiring innovative solutions to bridge the gap and deliver a satisfactory user experience.
B2B Design Challenges: Venturing into the uncharted territory of B2B design brought both excitement and complexity. As a first-time endeavor, numerous challenges emerged, necessitating a strategic approach. Regular collaborative sessions with the operations team became integral as we delved into unexplored terrain, working towards understanding and incorporating their unique requirements into the design.
Addressing the intricate challenge of delivering return amounts to Cash on Delivery (COD) customers became a focal point, given the substantial proportion of users falling into this category. Balancing the high volume of COD users while ensuring a seamless and user-friendly experience posed a significant challenge that required thoughtful consideration and innovative solutions.
These challenges underscore the dynamic nature of the design process, presenting opportunities for innovation and problem-solving.
First-time design work on a B2B product, incorporating a new feature into the existing product.
Focused on understanding the needs of the operations team and running parallel research for the B2C segment.
Conducted a meeting with the Operations team and the Project Manager to gather insights into their specific requirements for the feature.
Held a separate meeting with the backend team to comprehend the limitations of shipment updates and the feasibility of tracking product whereabouts.
The dual-pronged research approach formed the foundation for subsequent design decisions.
Ensured a comprehensive understanding of both user perspectives, balancing B2B and B2C considerations.
Strategic Time Management: Given the tight deadline of just a month or 1.5 months for both design and deployment, our approach was strategically organized to ensure efficiency and meet the project timeline.
Competitive Analysis and Requirement Identification: We initiated the process by thoroughly examining competitive platforms, identifying key features, and outlining our specific requirements. This step was crucial in understanding industry benchmarks and shaping the foundation for our feature.
Feasibility and Time Consultation with Development: Simultaneously, we engaged in parallel discussions with the development team to gauge the feasibility of our requirements and assess the time required for implementation. This collaborative effort helped align our design goals with technical constraints.
B2B Feature Design Kickoff: Focusing on the B2B feature, we conducted an initial call with the operations team. This step was pivotal in comprehending their nuanced needs and expectations. Armed with this insight, we proceeded to sketch multiple design iterations before finalizing the first comprehensive design.
Iterative Design Refinement: Post the initial design phase, we facilitated one-on-one sessions with the operations team to review and walk through the design. This interactive approach allowed us to gather real-time feedback, ensuring that the design not only met the team's needs but also aligned seamlessly with their expectations. Iterative refinement became a key aspect of this process to achieve a design that was not only functional but also user-centric.
This comprehensive approach ensured that the design process was both systematic and responsive to the dynamic requirements of the project, allowing us to deliver a feature that met both the deadline and the operational expectations.
Exchange and Return User Flow
Order listing screen
Order listing screen showcasing the new orders as well as the order status and item status for managing return/ exchange requests
Return Refund flow
Return refund flow for B2B segment and resolving the needs of operations.
Exchange Flow
Exchange flow for B2B Segment and managing the loads. Providing access to tracking the order from b2b end too.
Return/ Order Cancellation
It is a hassle to manage the order cancellation since many requests are raised. which is why we had to ensure to offer a smooth and accessible system.
B2C Mobile Responsive
B2C Screens for exchange and return.
E-commerce Design Insights: The project provided invaluable insights into the intricacies of designing for e-commerce. Navigating the user experience in an online retail environment offered a deeper understanding of the unique challenges and opportunities within this sector.
B2B Feature Design Expertise: Designing a B2B feature proved to be a significant learning curve. The project honed my skills in coordinating and tailoring features to meet the specific needs of businesses, fostering a nuanced approach to user-centric design in a B2B context.
Commerce Operational Nuances: Delving into the project, I gained a comprehensive understanding of the intricacies on the commerce side. This involved grasping the operational details, logistical challenges, and the finer aspects that contribute to a seamless e-commerce experience.
Platform Familiarity - Shopify and Beyond: The project necessitated a deep dive into platforms such as Shopify and its counterparts. This exploration was crucial in comprehending the nuances of shipping limitations, shedding light on the technical landscape and enhancing my overall proficiency in designing for e-commerce platforms.