Letting customers easily request refunds for missing items

How annoying is it to get your online grocery order and discover it’s wrong? Even having one item missing or damaged can ruin the entire experience.

The Texas-based grocery store, H-E-B, needed a way to streamline product refunds so that we could win back disappointed customers, and collect meaningful data about what went wrong to report to stores so that they could avoid making those errors in the future.

I conducted research and created wireframes and visual designs to help add this feature to the app and website.