It’s inevitable that sometimes a product purchased online doesn’t meet expectations, prompting a return and a refund request. To streamline this process, Target partners with Shipt, a service that picks up the item from the customer’s home, delivers it to Target’s facilities, and facilitates the return and refund when applicable. This project was part of a pilot program Shipt launched across several metro areas. We designed a seamless experience for drivers, enabling them to efficiently locate the customer’s home, retrieve the item, and return it to Target. The process was carefully crafted to be intuitive, eliminating friction at every step to ensure a smooth and hassle-free experience for both drivers and customers.