A return process is not a right in Denmark - it is a SERVICE. Over a 6 month period I worked for the danish wholeseller A/S Chr. Boldsen to redesign their return process. The improved service hightens the customer experience, creates a leaner more efficient process and helps the company stay competitive.
The project involved field research, user centred design, service design, touchpoint management, ERP improvements, lean and much more. I worked as a project manager, design researcher and concept developer and facilitated the development of the new service, which involved cirital internal stakeholders.