Design process
Semiconductor product return online form redesign
01 | Objective
The team aimed to revamp the Customer Product Return (CPR) Form and enhance the process to assist customers in addressing key inquiries effectively.
02 | Role & Deliverable
In this project, I worked closely with PM and four engineers. I was responsible for the end to end UX and UI design, from defining the problem to deliver the final visual artifact.
03 | Challenges
This project had quite a few technical dependencies with other teams & products, we also needed to deal with many prioritizations to make sure we can deliver MVP on time.
04 | Outcome & Impact
The MVP was effectively launched within a three-month period, leading to a significant improvement in our overall metrics, notably a 12% rise in the business tracking of the issued products. Furthermore, we received a considerable amount of positive feedback from our users.
Background
Problem statement
The TI customers and businesses are increasingly opting to use email and contact the customer support team rather than utilizing the Customer Product Return form. This shift has resulted in a significant increase in workload for the Field Quality Engineers, making it challenging for TI to effectively track the products that have issues.
Target user
TI concentrated on catering to individual customers and small businesses by utilizing the online Customer Product Return Form.
Flow before & after
Before: Texas Instruments faced operational inefficiencies due to fragmented customer communication channels and reliance on manual, spreadsheet-based processes, leading to prolonged cycle times from repetitive back-and-forth exchanges. Additionally, the absence of a self-service portal for return status tracking further delayed resolutions and strained customer relationships.
After: During this implementation, I streamlined customer interactions by introducing a centralized, accessible point of contact and upfront information requirements, significantly reducing back-and-forth delays and accelerating return-to-analysis timelines. Real-time return status updates via email and a self-service portal further enhanced transparency and customer satisfaction.
Clear instructions were provided, and the context was optimized by the UX writer.
Final work flows
Current Texas Instrument Customer product return flow
Delivery
An all-in-one, easy-to-edit template for creatives.
