UnLACED. the Returns.
Because “just email support” isn’t a return policy.
DROP in “Why denied?” emails
FEWER returns-related CX tickets
Retention post-return
What was once manual and chaotic is now a system that works, without burning out the team behind it.
The return process at UnLACED began with a simple customer email, but everything that followed was chaotic. Support tickets piled up, status tracking lived in spreadsheets, and the ops team was stuck improvising workarounds. It wasn’t scalable. It wasn’t trackable. And it wasn’t a system.
As the lead product designer, I collaborated across CX, operations, and engineering to rebuild the logic behind the return flow.
- Audited 17 cases to isolate root friction
- Mapped manual steps into automated triggers
- Created internal visibility for case status and handoffs
- Designed without introducing any new tools
While the user experience remained familiar, customers still triggered support via email. What changed underneath was everything. Internally, the path that the message followed became structured and traceable. Agents no longer had to chase down updates or improvise responses. Systems were finally in sync, and support teams could focus on solving, not scrambling. The outcome spoke for itself: “Where Is My Order?” tickets dropped by 75%, simply by making live order communication visible and reliable.
After
This wasn’t a redesign. It was a repair. We removed uncertainty and returned time, clarity, and confidence to the people doing the work.
A significant milestone was unlocked along the way: the return process became so streamlined that the most significant remaining challenge was reaching full self-service, the long-term goal all along.
Company
LACED.
Year
2022-23
Design Tools
Figma and Overflow
