Informed Purchase Flow for Non-Returnable Items — Amazon

A UX case study on why customers feel blindsided after buying non-returnable items on Amazon — the root cause wasn't the return policy itself, but weak visibility and late discovery during a fast, skim-heavy mobile checkout. I segmented users into 4 buyer types, traced the issue to specific root causes (passive visibility, late discovery, mobile UX constraints), and scoped a low-effort MVP — a clear "non-returnable" badge shown across listing, cart, and checkout, plus a mandatory confirmation step — backed by a North Star Metric (drop in post-delivery dissatisfaction contacts) and a recovery path for edge cases.

Skills: Problem framing · User segmentation · Root cause analysis · MVP scoping · Metrics design