Design Thinking: Return Process

In December, I spent a week on on-the-job training with JUMP Associates learning about Design Thinking. This is a course that they teach in 10 weeks, our team did it in 5 days. It was an amazing and challenging experience, but proved that design thinking can be applied to thinking for any idea or challenge. We were tasked to learn more about returns and how to improve the experience for customers. There were no rules we had to abide by, just learning what the experience is for customers.

Returns section at Target

As we learned about returns we also learned methodology like observing, interviewing, analyzing, and finding solutions that helped as we learned and discovered more about returns. 

We were split into teams of 4 and we then paired again with each other to observe and interview customers about their return experience. Here are some photos from the process.


Our user broke her main priorities in life by time, family, and shopping. They all needed to provide value in her life due to her busy schedule.

Trying to dig deeper in understanding our user after the interview. She mentioned that she had some interesting shopping experiences. So I used one as an example and kept asking WHY.

More insights into her shopping habits. I broke them down into how she 'values' her shopping experience. If it is not a necessity and doesn't add value, she will return. If it adds value and is a necessity, she will keep the item.

This experience was somewhat new and challenging for me. I have done majority of the methodologies we learned. Though, majority of my recent projects have been a one-person job at Target. So by collaborating with other co-workers it allowed me to understand different point of views.

My biggest takeaway from the experience is that by studying the world around us, we can get a better understanding of what people need, and use those insights to create meaningful new products and services. As well, it is important for people to use design thinking when trying to solve a problem regardless of whether you're a designer or not.