Project Focus
We looked at returns as a critical moment of customer trust, where users often feel uncertain because of unclear status updates, fragmented communication, and unclear responsibility.
Back to projects
UX Challenge / Feb 2025 – Apr 2025
Bol.com User Service Redesign
A clearer return journey for trust and transparency.
Project image placeholder
Outcome
The redesign focused on clearer return tracking, proactive notifications, and video-based validation to make the process more transparent and reassuring.