Problem
Compra Certa is Whirlpool's Marketplace, the largest home appliances company in Brazil and one of the largest in the world. I had to propose a solution to reduce product returns, which represented a loss of millions of reais for the company.
During the discovery process it was realized that the majority of returns are made because people don't previously measure the spaces where the appliances will be located in their homes.
The information about the measurements on the website was not enough to attract users' attention or make them understand how to ensure that the equipment would fit.
The information about the measurements on the website was not enough to attract users' attention or make them understand how to ensure that the equipment would fit.
Solution
The proposal was to teach the user to identify which measurements correspond to width, height and depth through a didactic illustration. Additionally, we created a modal that provides more information on how to take measurements.
Results
The results was the lowest number of returns in 2023, for the first time below 3%, representing savings of millions of reais for the company. And comments about returning appliances that didn't fit have decreased.
Modal:
