Client
Furgonetka | SaaS | Logistics & E-commerce
Role
UX Designer (the only in the company)
USERS
5,000+ online stores and their users
Shipped
2022
scope
Web responsive
Client
StoneX
Fortune 50 | Fintech
Role
Senior UX Designer
USERS
5,000+ online stores and their users
Shipped
2022
scope
Web responsive
Client
Furgonetka
SaaS | Logistics & E-commerce
Role
UX Designer (the only in the company)
USERS
5,000+ online stores and their users
Shipped
2022
scope
Web responsive
context
Small e-commerce stores had no affordable way to handle returns.
Customers were left to organise everything themselves - choose a courier, pay upfront, wait for a refund with no visibility. Merchants dealt with returns via phone calls, emails, and handwritten notes.
I designed a unified return system for Furgonetka that worked across three sides: the customer, the merchant, and the e-commerce platform integration.
context
Small e-commerce stores had no affordable way to handle returns.
Customers were left to organise everything themselves - choose a courier, pay upfront, wait for a refund with no visibility. Merchants dealt with returns via phone calls, emails, and handwritten notes.
I designed a unified return system for Furgonetka that worked across three sides: the customer, the merchant, and the e-commerce platform integration.
context
Small e-commerce stores had no affordable way to handle returns.
Customers were left to organise everything themselves - choose a courier, pay upfront, wait for a refund with no visibility. Merchants dealt with returns via phone calls, emails, and handwritten notes.
I designed a unified return system for Furgonetka that worked across three sides: the customer, the merchant, and the e-commerce platform integration.
My role
01
I organized research to cover both sides of the flow - customers and merchants.
I brought in a research agency to support the discovery: benchmarking, interviews sessions and alignment workshops.
To get stakeholders aligned, we ran service blueprint.
I worked closely with devs on platform integration constraints, to understand what is doable for MVP.
I worked with legal on generating a 1-click return policy.
02
I designed full experience: the customer return flow, merchant integration views, system emails for web and mobile.
I created prototypes for usability testing and iterated on designs to address issues that popped up after testing.
I wrote detailed specification for developers and supported them during development, also ran implementation QA.
Worked on product enhancements after release.
03
I partnered with engineering, business stakeholders, research agency, graphic designers and legal, making trade-offs where necessary.
Pre - during and post-release collaboration for best results.
outcomes
The returns system I built now runs across thousands of online stores, handling real volume every day, through the all-in-one integration.
Designed to plug into 30+ e-commerce platforms (Shoper, PrestaShop, WooCommerce, etc) - fast adoption, no custom builds.
Merchants run returns through a system instead of an inbox, customers get a clear, guided flow with visibility into every stage. Designed around research showing 76% of buyers return to a seller after an easy first return.
The process
The process
The process
At that time, I was the only UX designer in the company and led several projects in parallel.
I brought in a research agency to support the work and run a service blueprint workshop with stakeholders to get everyone's assumptions on the table: where does the process start, who owns the item at each stage, what information needs to be visible to whom and when.
Then we ran 10 interviews with customers and merchants, to ground the solution in real experiences.
At the same time, I ran an internal discovery on integration constraints with dev, shipping logic and pricing to understand what is doable. I also ran several meetings with legal on generating a return policy, that could be generated with 1 click.
Impact: this gave me personas, journey insights, and a clear split of must-have vs. nice-to-have features.
At that time, I was the only UX designer in the company and led several projects in parallel.
I brought in a research agency to support the work and run a service blueprint workshop with stakeholders to get everyone's assumptions on the table: where does the process start, who owns the item at each stage, what information needs to be visible to whom and when.
Then we ran 10 interviews with customers and merchants, to ground the solution in real experiences.
At the same time, I ran an internal discovery on integration constraints with dev, shipping logic and pricing to understand what is doable. I also ran several meetings with legal on generating a return policy, that could be generated with 1 click.
Impact: this gave me personas, journey insights, and a clear split of must-have vs. nice-to-have features.
At that time, I was the only UX designer in the company and led several projects in parallel.
I brought in a research agency to support the work and run a service blueprint workshop with stakeholders to get everyone's assumptions on the table: where does the process start, who owns the item at each stage, what information needs to be visible to whom and when.
Then we ran 10 interviews with customers and merchants, to ground the solution in real experiences.
At the same time, I ran an internal discovery on integration constraints with dev, shipping logic and pricing to understand what is doable. I also ran several meetings with legal on generating a return policy, that could be generated with 1 click.
Impact: this gave me personas, journey insights, and a clear split of must-have vs. nice-to-have features.
I moved from research to user flows and low-fidelity screens, keeping things rough enough to get feedback from stakeholders and staying in quick feedback loops with dev.
When the idea was there, I designed high-fidelity views for web and mobile, including customer facing return flow, merchant integration and returns management, system emails and notifications, privacy policy template and interactive prototypes for usability testing.
Impact: delivered a complete, consistent experience across every touchpoint - customer flow, merchant tools, and communications, ready to be tested - the foundation that scaled to 5,000+ stores.
I moved from research to user flows and low-fidelity screens, keeping things rough enough to get feedback from stakeholders and staying in quick feedback loops with dev.
When the idea was there, I designed high-fidelity views for web and mobile, including customer facing return flow, merchant integration and returns management, system emails and notifications, privacy policy template and interactive prototypes for usability testing.
Impact: delivered a complete, consistent experience across every touchpoint - customer flow, merchant tools, and communications, ready to be tested - the foundation that scaled to 5,000+ stores.
I moved from research to user flows and low-fidelity screens, keeping things rough enough to get feedback from stakeholders and staying in quick feedback loops with dev.
When the idea was there, I designed high-fidelity views for web and mobile, including customer facing return flow, merchant integration and returns management, system emails and notifications, privacy policy template and interactive prototypes for usability testing.
Impact: delivered a complete, consistent experience across every touchpoint - customer flow, merchant tools, and communications, ready to be tested - the foundation that scaled to 5,000+ stores.
I stayed involved pre-, during-, and post-implementation with both backend and frontend teams — clarifying edge cases, solving UX issues that surfaced during build, and keeping feedback loops tight to avoid delays. I wrote detailed specs for all designed components.
I also supported the research agency by giving them context, reviewing their interview scenarios and helping recruit participants.
I worked with graphic designers to make sure we all agree on new components I proposed, as they went into both the design system library and the React component library in Storybook.
After the release, I worked on engancements, including wizards for merchants, shortened version of the flow, mobile app integration and more.
Impact: smooth handoff, and a design system that grew with the project. Also, drafts of new solutions to improve the experience.
I stayed involved pre-, during-, and post-implementation with both backend and frontend teams — clarifying edge cases, solving UX issues that surfaced during build, and keeping feedback loops tight to avoid delays. I wrote detailed specs for all designed components.
I also supported the research agency by giving them context, reviewing their interview scenarios and helping recruit participants.
I worked with graphic designers to make sure we all agree on new components I proposed, as they went into both the design system library and the React component library in Storybook.
After the release, I worked on engancements, including wizards for merchants, shortened version of the flow, mobile app integration and more.
Impact: smooth handoff, and a design system that grew with the project. Also, drafts of new solutions to improve the experience.
I stayed involved pre-, during-, and post-implementation with both backend and frontend teams — clarifying edge cases, solving UX issues that surfaced during build, and keeping feedback loops tight to avoid delays. I wrote detailed specs for all designed components.
I also supported the research agency by giving them context, reviewing their interview scenarios and helping recruit participants.
I worked with graphic designers to make sure we all agree on new components I proposed, as they went into both the design system library and the React component library in Storybook.
After the release, I worked on engancements, including wizards for merchants, shortened version of the flow, mobile app integration and more.
Impact: smooth handoff, and a design system that grew with the project. Also, drafts of new solutions to improve the experience.
Afterthoughts
Afterthoughts
Afterthoughts
This project was delivered back in 2022, long before AI made it easy to move design to code. Even then, it was designed with reuse in mind, working with old good design system combined with React Storybook. The value was clear for me - the faster I can go from idea to working prototype, the faster I can test what matters.
A well-organized design system makes that possible at scale, serving as foundation that lets existing products grow and reach customers faster. Today's AI tools only make that easier.
This project was delivered back in 2022, long before AI made it easy to move design to code. Even then, it was designed with reuse in mind, working with old good design system combined with React Storybook. The value was clear for me - the faster I can go from idea to working prototype, the faster I can test what matters.
A well-organized design system makes that possible at scale, serving as foundation that lets existing products grow and reach customers faster. Today's AI tools only make that easier.
This project was delivered back in 2022, long before AI made it easy to move design to code. Even then, it was designed with reuse in mind, working with old good design system combined with React Storybook. The value was clear for me - the faster I can go from idea to working prototype, the faster I can test what matters.
A well-organized design system makes that possible at scale, serving as foundation that lets existing products grow and reach customers faster. Today's AI tools only make that easier.
