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adidas - Exchange vision

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 combine the two journeys into one, and focus on exchanges.

Stages of vision
Stages of vision

Stages:

  1. Highlight size exchange on the return flow when consumers select size as return reason
  2. Introduce size exchange within the return flow when consumers select size as return reason
  3. Combine the return and exchange flow
  4. Bring color exchanges as a feature in the combined flow


Next steps:

  • Discovery around uneven exchanges (below)
  • More and more emphasis on exchanges, less on returns

Discovery exchanges

OTHER WORK AT ADIDAS

Delivery note redesign
DELIVERY NOTE REDESIGN DRIVING ONLINE RETURNS
Order details redesign
ORDER DETAILS REDESIGN ORDER TRANSPARENCY