Before: Manual, Costly, Frustrating • After: Automated, Clear, Effortless
Return Experience Redesign
Project summary
Date: Nov 2023
Role: Lead UX/UI Designer
As the #1 self-cleaning litter box – Whisker’s return experience wasn’t keeping up with the brand. — 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.
Opportunity: Build a self-service return portal that allows custermers to complte return on thier own. reduces CX burden.
Poor self-serve return portal
Our dev team initially built the return portal — it worked, but was difficult to navigate, forcing customers to call, chat, or email instead.
Manual involvement in every step
Our outdated return system required CX 
involvement at every step — creating 
50,000+ hours of work and 150,000+ support conversations annually.
High cost per return
Between replying to emails, issuing return labels, and manual handling at every step — at $85–$90 per return, the lack of automation was quietly costly at scale.
- 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.
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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
- Four Steps, Zero Confusion
Return Portal
At this point, the customer has made up their mind. We wanted the portal to be as easy as possible — 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.
After
Clean, guided, and done in seconds.
Before
Cluttered, confusing, no clear path forward.
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
“My cat won’t use it.” One of our most common return reasons — and the insight that shaped 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
We make sure the customers has a clear updates at every step, so they are confident their return is being handled.
The Results
By end of the month, 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: $1,800,000+
Find Parts Fast, Easily
Quick Access
Customers locate needed parts in seconds, place orders, and track shipping effortlessly.
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.
Faster. Automated. Proud.
Before:
Manual, Costly, Frustrating
After:
Automated, Clear, Effortless
A broken return process became a seamless experience — saving $1.8M+ annually, freeing thousands of support hours, and proving that the best returns are the ones customers never need help with.
