To address customer frustrations with a cumbersome and confusing returns process, I spearheaded the design of a new, user-centric returns portal. By reimagining the experience from the ground up, I simplified complex navigation paths, reduced form clutter, and created and implemented a more developed company branding. The redesigned portal empowered customers to manage their returns, manage their stock, raise queries, and track their return status in real-time. The result was a vastly improved user experience that reduced email queries, boosted customer satisfaction, and reinforced trust in the brand's commitment to hassle-free service. This transformation not only resolved customer pain points but also streamlined internal processes, enhancing operational efficiency for the company.