In the Bol.com project, I redesigned part of the return service experience. We looked at returns as a critical moment of customer trust, where users often feel uncertain because of unclear status updates, fragmented communication, and unclear responsibility.
The redesign focused on making the process more transparent and reassuring through clearer return tracking, proactive notifications, and video-based validation. This project helped me understand how service design can reduce uncertainty and rebuild trust by making a complex process easier to follow.
