Providing customers with a clear and easy way to track the status of their refund.

Customers have limited visibility into their refund's status, resulting in 180k+ annual call center contacts.

To reduce live inquiries and empower customers to self-serve, we're introducing a refund tracker onto the Wayfair website. This feature will be released with a phased approach to address various use cases.

As the product design lead, I defined the detailed vision and managed the work of a UX contractor who helped with validation testing, ensuring alignment with business goals and user needs throughout the entire process.

Concept definition

Define user research plan

Oversee final design deliverables and user testing

Content design

Customers currently lack a way to track their refund status directly on Wayfair’s website. Instead, they must rely on automated emails or periodically check their bank statements for updates.

The Virtual Assistant is also unable to track refunds, leading to a less-than-ideal experience for customers seeking updates through self-service.

Create a comprehensive, easily-discoverable CTA that's consistent throughout various touch points.

Provide the refund status' progress indication up front so it can quickly inform the customer's next action.

Utilize Wayfair's branded accent illustrations to reinforce status updates, also making the experience more recognizable, memorable, and delightful.

The Refund Tracker enhances transparency by giving customers a clear, self-serve way to check their refund status directly on Wayfair’s website. By reducing reliance on automated emails and call center inquiries, this solution improves the customer experience while decreasing support volume. Designed with clarity, consistency, and ease of use in mind, the tracker ensures customers stay informed and in control throughout the refund process.

In Phase I, we address the different refund stages for returns, covering scenarios for both standard customers and potential scammers. Phase II will expand to include use cases for cancellations, discounts, and refunds.

There are five areas where the copy dynamically updates in the UI based on the refund status. I created a content map to organize this dynamic copy, ensuring accuracy during the build and simplifying future maintenance if updates are needed.

This approach allows us to focus on the content delivered to customers directly while minimizing the need for frequent updates in Figma.