A new way for retailers to communicate their issues to Nike
I led UX design for Claims & Returns, an app within Nike.net that retailers around the world use to file claims and return products.
Nike’s goal was to reduce time spent helping confused retailers by providing a clear, self-service return of merchandise experience.
ROLE
Experience Designer @ R/GA
Interaction design, IA, and workshop facilitation.
TEAM
1 experience designer, 1 visual designer, 1 product manager (client)
Subject-matter experts from Nike’s global sales and customer support teams.
User Flows
Analyzing the current user flow, identifying opportunities for improvement, and creating an improved flow
Analyzing as-is user flow
To-be user flow
Information Architecture
A decision tree helps users choose the correct claim type.
