Before: Manual, Costly, Frustrating • After: Automated, Clear, Effortless
Return Experience Redesign
Project summary
Date: Nov 2025
Role: Lead UX/UI Designer
Whisker’s return experience wasn’t keeping up with the brand. As the #1 self-cleaning litter box — with $380M in net revenue and continuing to grow year over year — a broken, manual return process was costing customers their confidence and the business real money. At $85–$90 per return, the stakes for getting this right were high.
Opportunity: Build a self-service return portal that eliminates manual processing, 
reduces CX burden, and turns one of the most frustrating parts of online shopping 
into a seamless, trust-building moment.
Manual & broken portal
An outdated return system required CX 
involvement for every step — 
creating 50,000+ hours of work and 
150,000+ support conversations annually.
No self-service path
Customers had nowhere to go on their own 
— forcing them to call, chat, or email 
just to begin a return.
High cost per return
At $85–$90 per return, the lack of automation 
was quietly draining the business at scale.
The Portal
Broke Everything
An outdated return portal was costing customers and the business — badly.
- An outdated return portal was costing customers and the business — badly.
- Business: Manual processing created 50,000+ hours of work and 150,000+ support conversations annually.
Returning, Reimagined Simply
We built a self-service portal guided by data — 75% of shoppers say returns are the most stressful part of buying.
- Initiate: A frictionless starting point that lets customers begin a return in seconds — no phone call required.
- Choose: Multiple return methods giving customers control and flexibility over how they send products back.
- Understand: Clear policies and step-by-step guidance so customers always know what to expect and when.
- Four Steps, Zero Confusion
First Touchpoint — Awareness
Before the customer buys, we surface the return policy everywhere it matters — homepage, PDP, and near the Shop Now button.
Â
Knowing they have 90 days builds confidence, reduces hesitation, and improves conversion.
After
90 Days, Front and Center
Before
No Policy, No Confidence
Homepage hero
Product page
Sticky CTA
FAQ section
Homepage hero
FAQ section
Entry Point
we made it easy to find. Return initiation is clearly surfaced across the website, email confirmations, and packing slips so customers always know exactly where to start.
Site Footer
Order Page
Return Portal
At this point, the customer has made up their mind. The self-service portal lets them initiate a return instantly — no waiting, no authorization needed, just a clear path forward.
Simplifying the Return Selection
Small changes, big difference in how effortless returns felt.
- Select all: One tap to select everything — no unnecessary clicking through each item.
- Return reason inline: Captured at item level, no extra screen needed.
- Step indicator: Customers always knew where they were in the process.
- Reduced clutter: Removed information that added noise without adding value.
Before
Cluttered, confusing, no clear path forward.
After
Clean, guided, and done in seconds.
Collect Data
- they feel heard, and we get the insight.
- That feedback directly informs how we market products and helps prevent unnecessary returns down the line.
Data-Driven insights
One of the most common return reasons? “My cat won’t use it.” Years of return data surfaced this as a critical insight — Shaping how we set expectations — before a return ever happens.
Cat won't use
Other reasons
Size or fit issues
Damaged or defective
Changed mind
Features not as expected
<1% combined
💡 The data was clear — the real problem wasn’t the product, it was cat adoption.
Cats Need Convincing
The Data Revealed
It With the right guidance, most cats adapt — and most returns become completely avoidable.
Prevent Future Returns
Identify the key reasons behind returns — like “my cat won’t use it.”
Dedicated blogs, FAQs, help cats acclimate and owners feel supported.
Equipping customers with the right knowledge drives successful adoption and fewer returns.
Confirmations
Clear status updates at every stage keep customers confident their return is being handled.
Faster. Automated. Proud.
The Results
96% of customers completed their return entirely on their own.
- The Cost Impact Previous cost per return: $85–$90 New cost per return: $37 Projected annual savings: $480,000+
Self-Service|
Parts Portal
It worked for returns — so we did it for parts too. Customers can now find and order exactly what they need, completely on their own.
Find Parts Fast, Easily
Quick Access
Customers locate needed parts in seconds, place orders, and track shipping effortlessly.
Simplifying Where It Hurts Most
Most shoppers dread the drop-off — and 61% would rather return in-store.
- A quarter of US adults say dropping off a package is the most frustrating part of returns.
- With Litter-Robot now in PetSmart and Costco, in-store returns are a real possibility.
In-Store Upsell
A return in-store is actually a sales opportunity in disguise.
- Store associates can offer an exchange or upgrade on the spot — no shipping, sale saved.
- Customers leave feeling understood, not just processed.
Before:
Manual, Costly, Frustrating
After:
Automated, Clear, Effortless
A broken return process became a seamless experience — saving $480K annually, freeing thousands of support hours, and proving that the best returns are the ones customers never need help with.
