Streamlining the returns process while focusing on sustainability and community empowerment by minimizing waste
ReturnPal previously tailored to B2C customers, but completely missed the B2B space for businesses or nonprofits, so I initiated the B2B experience and a new dashboard portal from scratch.
BackgroundReturnPal is a Toronto-based courier service streamlining the returns process for online purchases, with philanthropic and non-profit services woven in.
With the prospect of expanding ReturnPal's services to partnering businesses, the stakeholder sought to initiate designs for B2B and non-profit web pages that would better highlight the organization's inclusive value proposition while actively addressing sustainability issues in the partnering user experience. However, it became apparent that partnering businesses would eventually require somewhere to actually manage their relationship with ReturnPal, not just learn about it. From that, I proposed a dashboard portal idea to the CEO directly and made the case for it, which ended up shaping the most distinctive part of the final deliverables.
I led the full design of this project and handed off all deliverables with 2 fellow designers to our stakeholder, which resulted in a 14% increase in user retention and engagement rates and an overall 20% improvement in user satisfaction and usability.
Problem & ChallengeBusinesses don't know what ReturnPal can do for them. They don't even know where to start, meaning limited potential in growth and scalability for the company.
Transform ReturnPal from a previously B2C-targeted audience into a dynamic and engaging B2B platform that invites both customers and partnering businesses to explore ReturnPal's services.
Solution