Nike Assist is a mobile point-of-sale app that frees Nike store employees from their registers.
I worked with a team to help develop an app to replace traditional registers in Nike stores. I was given the responsibility of developing a new product return feature for this app. In order to do this, I needed to consider both the experience of the store employee on the app, and the in store experience of the consumer.
Types of Returns
Transactions depend on how the consumer originally paid for the item and whether she wanted to purchase anything else. I created an outline of all possible return scenarios shown below.
Returning a product sounds simple, right? Work on any project involving monetary transactions, however, and you'll quickly learn that things aren't as simple as they seem. I quickly learned that there were many ways a return transaction might occur.
Next, I needed to determine, based on how the consumer paid, what all the possibilities were for reimbursement. That included the possibility that the consumer had originally used multiple forms of payment.
Once I understood the various types of returns and reimbursements, I could start to design the return experience within the app.
Store Employee Scans A Receipt
The experience of initiating a return had to feel unobtrusive. A store employee had to be able to maintain conversation. With this in mind, a simple scan of the receipt would initiate the process.
The store employee can simply scan a customer's receipt to begin the process. They may also swipe up to enter it manually, since many receipts might end up being damaged.
Next the store employee selects the items off the receipt that the consumer would like to return.
Re-envisioning The Cart
Employees were used to adding and viewing items in the cart. They needed to clearly see the inverse of that, i.e. the items were being returned and not purchased.
Return Payments
Based on information taken from the original receipt, the appropriate tender appears.
In this example, if the customer originally paid cash, she may receive cash or a gift card back.
Managerial Over-Rides
Managers can always over-ride the kind of tender a customer gets back.
Final Visuals
The Visual Design Team used my wireframes and an established visual design center to create the final design.
