Refund Workflow on the EstateSales.NET Marketplace

Overview:

EstateSales.NET is the world's leading estate sale website with over 3.5 million users and 100 million page views per month. We provide sale advertisements for physical estate sales and an eCommerce marketplace for online selling by estate sale companies. Problem Statement: Sellers using the EstateSales.NET Marketplace need a refund system that is clear and transparent because, without those components, the users' confidence is low and can cause the system to be unused and unhelpful. Users/Audience: Owners/employees of estate sale companies do at least 50% of their business on the Marketplace.

Goal: To provide a refund system that is clear and transparent so users' can develop the confidence to use the design and provide value to them.

Measuring Sucess: We will consider this project successful if there is a significant drop in monthly calls to our customer support department regarding giving refunds. "How Might We "s: After we decided on the problem's parameters and measuring success, my team and I got to work by laying out specific questions we wanted to try and answer.

Lightning Demos: Then, we scoured the internet for inspiration, which we shared via lightning demos. My team noted ideas we particularly liked on green sticky notes.

Sketching:

After lightning demos, we began to sketch preliminary solutions. Green sticky notes denoted ideas my team liked, and red ones noted their concerns. I had a starting point to start making high-fidelity digital wireframes from here.

Wireframes:

Refund Slide: In order to miantain consistant with our established Styleguide, we decided to have the refund action be within a side sheet that is accessible from the "Manage Order" page. This workflow was a collabaration with my entire team.

Sales Breakdown: The Sales Breakdown is a report that we generate for the convienence of our users that allow them a clear screnshot of all of their transactions on our website in a given amount of time. Here is how you could view refund details on out existing sales breakdown page. I took the lead on this particular aspect of the design process.