Project overview
The Lowe’s mobile returns experience gives customers a self-service way to initiate returns directly from their order details, with options to return eligible items in-store or by mail. A guided, two-step flow helps customers select products, adjust quantities, provide return reasons, and choose a return method before reviewing their estimated refund and confirming.
The experience makes return eligibility and deadlines visible alongside each product, helping customers understand their options before proceeding. After confirmation, tailored instructions support the next step: a barcode and store information for in-person returns, or a return slip, prepaid shipping label, and packing instructions for returns by mail.
My role as Lead Product Designer
I led the design of the return initiation journey, from the entry point within order details through item selection, return-method selection, and confirmation. My focus was on translating return requirements into an approachable mobile experience while accommodating complexities such as partial-quantity returns, mixed eligibility within an order, and different fulfillment methods.
I established the information hierarchy and interaction patterns across the flow, revealing quantity and return-reason controls when an item is selected to keep the initial experience focused. Clear eligibility messaging, visible progress indicators, and an itemized refund summary were designed to help customers understand what they could return, where they were in the process, and what to expect before committing.
A central design priority was connecting digital self-service with the physical return. I designed distinct confirmation experiences for store and mail returns, bringing the relevant instructions, barcode, or shipping documents into the moment customers needed them. The goal was to leave customers prepared to complete their return—not simply informed that it had been started.
