Express Replacement

Designing a faster product replacement experience

Category

E-commerce feature

Length

Jan 2025 - Sep 2025

Platform

Web

Role

Sole Product Designer

What I did

- Co-led the end-to-end design of the Express Replacement experience from discovery to launch - Synthesized customer pain points around replacement delays and trust breakdown - Designed key flows balancing speed with fraud and financial risk controls - Collaborated closely with product, operations, and risk teams to align CX and exposure thresholds - Iterated on edge cases (non-return, payment failures) to stabilize satisfaction at scale

Problem

Customers were left without a working device during replacement — damaging their overall shopping experience.

Solution

We designed and launched Express Replacement, an MVP feature allowing customers to receive their replacement before returning the original product. Key components: - MIT payment authorization to secure funds if product A is not returned - Express D-1 replacement shipment - Clear customer communication to accelerate returns

Impact

Express Replacement MVP demonstrated strong product-market fit and meaningful business impact: - 67–70% adoption rate - €27K GMV generated per day - Overall STAR: 87–89%

Final output

Customers were left without a working device during replacement — damaging their overall shopping experience.

Designing a faster product replacement experience

Final design

Comparison

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