B2B SaaS / Reverse Logistics

$12 million saved through optimized reverse logistics.

Designed an enterprise-level B2B SaaS returns platform used across five continents, covering customer initiation, merchant configuration, returns orchestration and store processing.

Role: Product strategy, UX architecture, design systems
Team: B2B SaaS / Reverse Logistics
Duration: Doddle / Blue Yonder

32%

Efficiency increase.

$12M

Cost savings.

88.2%

User satisfaction.

53 sec

Time to process two items.

Project overview

Problem, approach and outcome.

Returns are broken: paper returns are unsustainable, staff time can be saved and logistics can be optimized to reduce waste. The platform needed to support merchants, consumers and carriers across a complex reverse-logistics model.

We needed to assess single and multi-item return flows, store tote closure and dispatch flows, task success, time on task, user satisfaction and qualitative feedback from return processing.

A unified platform helped merchants customize reverse logistics, manage policies, track returns, process items and connect existing systems in one place.

Testing showed high satisfaction, high completion rates and faster multiple-return processing as users became familiar with the flow.

Returns platform merchant configuration screen — Merchant configuration for rules, branding and return windows.

Returns platform orchestration screen — Returns orchestration views connecting policies, routing and inventory.

Challenge

What needed to be solved.

01Sustainability

02Multi-user workflows

03Optimal reverse logistics

04Cost savings

Process and product decisions

Discovery

Understanding the system before designing the interface

The work started with comprehensive research into existing systems and operational requirements.

Stakeholder interviews and workshops
Competitor research
Hypothesis development
Client requirements

Design

A platform for rules, branding, routing and processing

The design work covered merchant setup, consumer initiation, rules configuration, returns tracking, store processing and carrier handoff.

Sketches
Wireframes
Lo-fi visuals
User flows
Prototype
Hi-fi designs
Usability testing and UAT

Store processing

Helping staff process and grade returns

Store staff can process and grade returns in a way that optimizes reverse logistics and supports downstream routing decisions.

Return acceptance
Item grading
Optimized logistics
Tote management
Carrier shipping

Store processing return acceptance interface — Store processing flow for accepting and identifying returned items.

Store processing grading interface — Grading interface to help staff make consistent routing decisions.

Store processing dispatch interface — Dispatch and tote-management states for carrier handoff.

Features

Real-time inventory and customizable orchestration

The platform supports live monitoring of reverse logistics, inventory levels and shipments, alongside rules and recommendations based on historical data and market trends.

Real-time returns inventory
Customizable returns orchestration
Policy windows
Branding and rules
Logistics optimization

Quantitative impact

$12M saved through optimized reverse logistics
32% efficiency increase
88.2% user satisfaction
53 seconds to complete processing two items

Qualitative impact

More sustainable returns flows
Clearer control for merchants
Better store-processing experience
A foundation for warehouse processing, IoT expansion and machine-learning recommendations

Future opportunities

Warehouse processing

Optimized grading and logistics.

IoT expansion

Kiosk integrations with the store app.

Machine learning

Advanced predictive capabilities.

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