Vipps Easy Return
Collaboration Vipps Teamwork Lisa Siegel, Anna Vik, Kamilla Bedin & Bendik Vestre What Service Design When 2020 (4 weeks)
Vipps Easy Return service allows you to return your orders directly through the Vipps app without worrying about printing a label or getting your money back.
Vipps is the leading company in smart payment in Norway. Our brief was the wallet that keeps social distance. We decided to focus on the online shopping experience. Vipps told us that they would like to be a bigger part of this shopping experience, so we decided to look at the entire user journey.
Vipps Easy Return
Collaboration Vipps Teamwork Lisa Siegel, Anna Vik, Kamilla Bedin & Bendik Vestre What Service Design When 2020 (4 weeks)
Vipps Easy Return service allows you to return your orders directly through the Vipps app without worrying about printing a label or getting your money back.
Vipps is the leading company in smart payment in Norway. Our brief was the wallet that keeps social distance. We decided to focus on the online shopping experience. Vipps told us that they would like to be a bigger part of this shopping experience, so we decided to look at the entire user journey.
We identified a huge paradox between the very quick and easy online shopping experience and the time-consuming and frustrating return process. In response to this, we decided to develop a free return service inside the Vipps app.
How did we get to this insight?
Our target group was very broad. We’ve been interviewing and observing users from 17 to 72 years old, from Vipps experts to people who’ve never used Vipps before.
Our target group was very broad. We’ve been interviewing and observing users from 17 to 72 years old, from Vipps experts to people who’ve never used Vipps before.
Interviews and observations led to our key-findings...
In most interviews, it was about returning clothes. So we decided to focus on the fashion industry.
We identified 2 main challenges within the return-process...
Today it is hard and time-consuming to return your orders. We decided to focus on this issue to make returns become easier.
However, we also discovered a great potential in decreasing the number of returns. People return too much and sending it back and forth is not sustainable.
We did a concept validation together with 6 Vipps users and tested scenarios and our prototype. People thought it was helpful to have control over all orders and returns in one place. One said it« seems easier than the existing return process.» We even had one user that asked: «why is this not already existing?"
The existing system compared to our proposal
In our proposal, you can manage your returns, and change your size or colour directly from the VIPPS app, then you scan the barcode of your box to activate your return, and choose your preferred transport method, and finally, you can keep track of your return, and when you’re gonna get refunded right inside the app.
A potential solution for the future
This box was a part of our early concept. The customer could receive their order in this box, which says «Hi! keep me if you want to return me». There is a QR code in the corner and we also added a little catchy rhetorical question in the corner: «Do you remember that time when you still needed a printer to return your item?». Just to remind the customer about how stressful it was to return before and how easy it has become. We decide to remove it because of financial, organisational and marketing challenges. But maybe this could be a part of it in the future...
Conclusion
Before the return process was confusing and time-consuming because of the printing and lack of information. Now, with Vipps easy return, you can return your orders without the hassle and with all the information you need.
