Designing a Scalable Returns Portal Experience

A modular UX solution for parcelLab’s white-label platform — optimized for both mobile and desktop.

At parcelLab, I led the design of the company’s first Returns Portal Template — a white-label solution enabling brands like H&M to offer customers a fast, flexible return or exchange process online. The goal was to create a clear, responsive experience that could adapt to different brands, policies, and technical requirements.

Pain Points

Customers needed to contact support to start a return
Manual steps like printing return labels were frustrating
Return/exchange policies were often unclear
No visibility into refund status or processing timeline
Poor experience around exchanging products

Desktop Experience

While the product followed a mobile-first strategy, I designed a responsive desktop version tailored for home users. It supports easier form filling, multitasking, and label handling — key use cases for online returns.

Starting the Flow

The video below shows the complete return journey on desktop — from order lookup to confirmation.

Select Return Reason

Logical grouping of reasons reduces friction and improves speed.

Select Return Method

Clear visual layout of options — postal, courier, in-store — helps customers choose the best fit.

Choose Pickup Date

A simple calendar interface reduces user error and effort.

Confirmation + QR & Label

Final screen offers reassurance and flexibility: print a label or use a QR code at a partner drop-off point.

Outcome / Learnings

Launched parcelLab’s first Returns Portal
Adopted by major brands (starting with H&M)
Reduced support tickets by 75%
Learned how to design at scale with reusability in mind

Impact

Up to 75% reduction in customer service inquiries (thanks to automation and a clearer process)
Around 5% fewer return requests when the UX guided users toward better exchange options

My Role & Process

I led the full UX process — from mapping user flows to designing all mobile and desktop screens. I developed a modular, scalable design system in Figma and worked closely with the Product Manager, Director of Product, and the H&M team to ensure alignment on logic, flexibility, and implementation feasibility.