One of my first research projects while working as Digital Experience Designer in the Retention Product Team at Aesop.

I was asked to conduct an exploratory activity focused on the returns policy on Aesop.com. The objective was to get a comprehensive current state view of the returns policy across both aesop.com and in-store; leveraging staff interviews, customer feedback and data, to support in determining customer’s pain-points, and general awareness and understanding of the policy.

Tools: Miro and Figma.

Year: 2021