Adidas return & exchange vision
Katinka Berghuis
THE PROBLEM
Returns and exchanges were treated as two separate entry points, causing confusion for the consumers.
APPROACH
A broken down, step-by-step tactic where we combined the two journeys into one, and slowly focus the product on exchanges over returns. This was a longterm project that involved multiple iterations of user testing and A/B tests with launched designs.
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Posted Oct 5, 2023
Providing a holistic return vision for adidas by slowly transitioning from customer returns to (color and size) exchanges.
