Pargo
Project
Returns Solution
My Role
Senior Product Designer
Industry
Last Mile Logistics
Timeline
2023
Overview
Pargo provides last-mile logistics in Africa, ensuring access for all. They have network points across South Africa and are expanding with a new returns process, leveraging their existing network for growth and revenue.
Goal
Users will be able to create a successful return and drop the package off a a Pargo point.
Problem
An individual eager to send back a purchase they made in-person or online order doesn't have the time to wait at home the whole day for someone to pick it up. They desire the flexibility to return the product when it best fits their schedule.
Interviews
The first step was to conduct interviews to gain insights into various user preferences, pain points and any possible return habits. This research allowed us to identify what users value the most, such as a simple and quick return process. The people interviewed were a mix of users who returned more than 4 items a month and users who were new to returning items.
Interviews
The first step was to conduct interviews to gain insights into various user preferences, pain points and any possible return habits. This research allowed us to identify what users value the most, such as a simple and quick return process. The people interviewed were a mix of users who returned more than 4 items a month and users who were new to returning items.
Competitive Analysis
A thorough competitive analysis was conducted in order to understand what currently works well and what may not work so well. What do other return processes do well and what don’t they do well.
Competitive Analysis
A thorough competitive analysis was conducted in order to understand what currently works well and what may not work so well. What do other return processes do well and what don’t they do well.
Challenges
Some of the key challenges that came from the research conducted on users who often returned items.
Challenges
Some of the key challenges that came from the research conducted on users who often returned items.
User Journey
Once we had a better understanding of our user and their typical pain points / issues, a user journey map was created which allowed us to understand exactly how the returns process would work and the various emotions that would be experienced at each stage.
User Journey
Once we had a better understanding of our user and their typical pain points / issues, a user journey map was created which allowed us to understand exactly how the returns process would work and the various emotions that would be experienced at each stage.
Wireframes
From the user journey a wireframe of the design was created in order to facilitate the returns process at each step of the way whilst trying to address those previously discussed pain points.
Wireframes
From the user journey a wireframe of the design was created in order to facilitate the returns process at each step of the way whilst trying to address those previously discussed pain points.
Testing
After the wireframe was designed a mid-fidelity prototype was designed in order to do some user testing. The scenario given was a user who of bought a pair of Puma shoes online but received the wrong size when they were delivered. They had to log the return and follow the prompts afterwards.
Testing
After the wireframe was designed a mid-fidelity prototype was designed in order to do some user testing. The scenario given was a user who of bought a pair of Puma shoes online but received the wrong size when they were delivered. They had to log the return and follow the prompts afterwards.
Feedback
Once testing was conducted, surveys were sent out in order to gather all valuable user feedback. The design was then optimised from this.
Feedback
Once testing was conducted, surveys were sent out in order to gather all valuable user feedback. The design was then optimised from this.
Communications
One of the keys to a great return experience is constant communication. One of the ways in which this was addressed was by keeping the user up to date at each step of the process as to what was happening. Custom email's and Sms's were sent out in order to do this.
Communications
One of the keys to a great return experience is constant communication. One of the ways in which this was addressed was by keeping the user up to date at each step of the process as to what was happening. Custom email's and Sms's were sent out in order to do this.
HotJar
As we know design is an ongoing process. With the implementation of HotJar for the live product, we were able to track and better understand user behaviour. And when necessary make improvements to the experience.
HotJar
As we know design is an ongoing process. With the implementation of HotJar for the live product, we were able to track and better understand user behaviour. And when necessary make improvements to the experience.
Final Design & Impact
It was clear that users could effectively generate a Return. They initially didn't know what to do next. However adding “Next Steps” this seemed to alleviate that pain point. The Returns solution has introduced a new revenue stream for the company, and currently accounts for 10% of the business's annual revenue.
Final Design & Impact
It was clear that users could effectively generate a Return. They initially didn't know what to do next. However adding “Next Steps” this seemed to alleviate that pain point. The Returns solution has introduced a new revenue stream for the company, and currently accounts for 10% of the business's annual revenue.
