Digital Returns & Exchanges
VERIZON
I was the sole designer for digital returns and exchanges, a first-to-market program within telecommunications, partnering with stakeholders and development teams to reduce call volume by 21% and additionally lower retail costs. Customers can now start their return request and choose their replacement items online instead of having to take purchases back to a Verizon store.
Objectives
Challenge
Become the first telecommunications company to offer digital returns and exchanges.
Opportunity
With digital being at Verizon’s core, digital returns and exchanges solve many issues beyond call deflection.
Match retail standards outside of telecommunications as well as Verizon’s current shopping flow, so the experience feels familiar and seamless to customers.
Value
Reduce call volume
Reduce time allotted in retail stores to returns so employees can focus on helping with other things
Lower retail costs
Concept
Returns and exchanges required thinking through a lot of detailed math and how to best show that detail to customers.
We needed to consider refunds, promotions, trade adjustments, device payment plans, taxes, and more.
They also needed to seamlessly integrate into order tracking.
Returns act a new part of a purchase while exchanges function in two parts; the return and the new purchase.
Key Roadblocks
Fraud concerns limited exchange capability of devices.
New promotions created moving targets for total calculations.
The introduction of Verizon Visa Card complicated checkout.
Return and Exchange Flow
Post-Exchange Order Tracking
Results
Data Driven Results
1 month post launch, calls for general return concerns were down 21% YOY.
Retail costs were lowered by over $7,000,000 in the first year.
Customer Impact
Allowing retail employees to assist with other customer concerns lowered wait times in the store.
The new experience provided customers an option to return and exchange from the comfort of their own home. If customers still prefer to drop off their return in store, they can.s