B2B SaaS / Reverse Logistics
$12 million saved through optimized reverse logistics.
Designed an enterprise-level B2B SaaS returns platform used across five continents, covering customer initiation, merchant configuration, returns orchestration and store processing.
- Role
- Product strategy, UX architecture, design systems
- Team
- B2B SaaS / Reverse Logistics
- Company
- Doddle / Blue Yonder
$12M
Saved through optimized logistics
+32%
Processing efficiency
88.2%
User satisfaction
53 sec
To process two items
The Problem
Returns are broken: paper labels are unsustainable, staff time leaks away and routing decisions waste money. The platform had to serve merchants, consumers and carriers across one complex reverse-logistics model.
What I Did
I owned product strategy and UX architecture across the suite: consumer initiation, merchant rules and branding, orchestration and the store staff app, validated through usability testing and UAT on real flows.
The Outcome
A unified platform helped merchants run returns across five continents, with 32% more efficient processing, 88.2% user satisfaction and $12 million saved through smarter routing and store handling.
The redesign at a glance
Decision 01 / 03
Returns start in the merchant's brand.
Customers initiate a paperless return inside the retailer's own look and feel, then get a reason, pick the best drop-off point nearby and continue with a choice shaped by the merchant's rules. The product had to feel simple for shoppers while still respecting the policies, branding and routing logic behind the scenes.
Result → paper labels removed from the flow
Decision 02 / 03
Rules merchants can read.
Reverse logistics is really a policy problem. Instead of vendor tickets and config files, merchants write plain-language if/then rules for carrier selection, return windows, warehouse routing, non-resellable items and re-order them by priority.
The same grammar covers branding, policies and routing, so one mental model runs the whole platform.
Result → merchants configure routing without tickets
Decision 03 / 03
Grade at the counter, not the warehouse.
Store staff answer two plain questions about each item's condition. That early grade decides the item's route: resale, repair or warehouse, before it is ever shipped.
The flow was measured on task success, time on task and satisfaction, and became sharper as staff learned it.
Result → two items processed in 53 seconds
The grading experience at a glance
The foundation
Built as a platform, not a feature.
The same orchestration layer now extends beyond stores: warehouse processing with optimized grading, IoT integrations with kiosks hardware, and machine-learning recommendations built on live returns data and market trends.
Impact
What changed.
Logistics cost savings
$12M
Processing efficiency
+32%
User satisfaction
88.2%
Two-item processing
53 sec
Merchant control
Clearer
Paper-free focus
Increased
Store-processing confidence
Improved
Platform scope
Expanded
Process
Understanding the system before designing the interface
Stakeholder interviews and workshops, competitor research, hypothesis development, client requirements, sketches, wireframes and user flows, lo-fi and hi-fi design, prototypes, usability testing and UAT.
Future opportunities
Warehouse processing
Optimized grading and logistics.
IoT expansion
Kiosk integrations with the store app.
Machine learning
Advanced predictive capabilities.
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