Product design · Loop
Return Policy
Clearer policies. Fewer trips to support.
Return policies control where returns go and which carriers merchants can use. I redesigned the experience so merchants could understand their policies, find the right settings, and make changes with more confidence.
My role: User Research · Design
PREVIOUS EXPERIENCE
Important rules. Hard-to-find answers.
Merchants usually set up return policies during onboarding, then revisit them only when something needs to change. A disorganized list of settings made it hard to find the right control or compare policies—turning routine questions into support tickets.
My goal was to make everyday policy changes easier to handle without support. I focused on two tasks: understanding a policy at a glance and finding the right setting to edit.
Before · The policy overview made it hard to compare the details that mattered. Select the image to enlarge.
The original settings page put many unrelated decisions in one long list. Select to explore the full screen.
USER RESEARCH + DISCOVERY
Find the setting. Trust the setup.
I interviewed Loop’s onboarding team to understand where merchants needed help. Their feedback pointed to four opportunities.
THEMES
Build confidence in setup. Even after onboarding, merchants needed help checking that their policies were configured correctly.
Show the essentials upfront. Merchants should be able to compare policy details without opening each one.
Make settings easier to find. Clear groups should help merchants return to the right control later.
Use familiar language. Merchants understood carriers like FedEx, USPS, and UPS better than Loop’s provider terminology.
Mapping the setup journey helped connect onboarding feedback to specific changes in the interface. Select to enlarge.
THE REDESIGNED EXPERIENCE
Understand a policy before opening it.
I brought carriers, return origins, and destinations onto the policy overview and made Edit easier to find. Merchants can compare the essentials and choose the right policy before digging into settings.
After · Carriers and return routes are visible at a glance, with a clearer path to editing. Select the image to enlarge.
A clear place for every setting.
Tabs organize settings into familiar groups and make the setup order clearer. Instead of scanning one long list, merchants can go straight to the area they need.
Four clear groups replace the long list: policy details, shipping, return outcomes, and advanced settings. Select to enlarge.
Carrier choices that make sense.
I updated the shipping controls around carriers rather than outdated provider references. This brings the interface closer to how merchants think about their shipping relationships.
Carrier names and plain-language choices explain how labels are purchased. Select to enlarge.
Less searching. More self-service.
The redesign gives merchants a clearer way to understand policies and make changes themselves. For Loop, this creates a path toward fewer avoidable support questions and faster troubleshooting. Success means merchants can find and update the right setting without needing help.