Black Diamond Returns and Order FAQ

Previous Returns Page

The previous returns page caused a variety of problems for Black Diamond customers and those problems trickled down to our returns and customer service teams. 

Through email and phone interactions with customers I discovered many customers were unsure how to get a return authorization number on our site.  Also, an audit conducted by a small group from the customer service and ecommerce teams of the returns process in our distribution center supported that customers were not getting clear communication from our website about returns. 

 Page Issues That Need Addressing: 

1) Clarity- the page is hard to follow and there is no clear returns process. 

2) Out of Place/ Confusing Form Field- we nicknamed this the 'widget' during the project. We discovered customers were confused as to why they had to check their order status to start a return. 

3)Wordy- there are a lot of words for the lack of information that the page provides. 

*NEW* Returns Page

The page is now clean and simple and the return steps are clear and concise. The 'widget' now makes sense on the page and has a direct call to action at the top of the widget and for the button is more clearly phrased; 'check status' ---> 'Get my RA Number' 

All three issues discovered- clarity, wordiness, and a confusing form field- were addressed. 

Here is a link to the published page:https://www.blackdiamondequipm...

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All mock-ups were created  in Figma.

This project took about two and half weeks to complete.