Case Study: Reimagine a system that can help reduce single-use packaging from e-commerce.


The goal: Quest package recycling process lets users send back their empty packages which will have a major positive environmental impact by reducing single-use packaging from e-commerce.

My role: UX designer working on package recycling customer process website design from conception to delivery.

Responsibilities: Wireframing, low and high-fidelity prototyping, conducting usability studies, accounting for accessibility, iterating on designs.

Phase 1: Empathize

User research: I conducted a survey with google forms to test the initial idea. If customers would be willing to send back an empty packaging from their online order for -10% off the next purchase at their favorite store. A primary user group identified through research was customers who shop online.

This user group confirmed initial assumptions about the package recycling process. Customers are willing to participate in a system that can help reduce single-use packaging from e-commerce.

User persona

Competitor Analysis: Since Quest did not have a clear direct competitor,
I looked at the biggest e-commerce website and decided to analyze What can we learn from this competitor?

A. Numbers are beside text description or image to indicate the order of steps.
B. Descriptive images to communicate important action.

Phase 2: Define

To ensure my designs will address user needs I created the user flow.

User Flow

Problem statement: Customers who shop online need a clear process to recycle packages because they want a simple experience.

Phase 3: Ideate

I came up with as many design solutions as possible. I took into account the importance of the stepper to make the process of recycling packages swift for the user and to potentially maximize the conversion rate.

Phase 4: Prototype

Low Fidelity Prototype

Phase 5: Test

Online survey: I chose this survey type to gather insights about a design quickly. It’s also the least expensive way to gather quantitative data since it was done online. Survey details


Positive results:

  • 100% of participants would be willing to send back an empty packaging in order to make an environmental impact.
  • 66.7% would send back an empty packaging for -10% off the next purchase and 33.3% answered maybe.


  • The design of the initial stepper hierarchy is causing confusion.
    This means that the common region principle needs to be applied also adapting high color contrast to acknowledge low-sighted users would be preferred.


  • The majority of participants would send back empty packaging for recycling purposes only if the shipping cost is already prepaid.
  • The majority of participants would click on the “Learn more” button before “Get -10% off the next purchase”.
High Fidelity Prototype

Practice solving problems with!
Click here to visit my portfolio website




Love podcasts or audiobooks? Learn on the go with our new app.

Recommended from Medium

What do you know about Chinese furniture design

Why Testing Your Creative in Context Is a Smart Move

Creating a high-quality style guide

I’d like to coach your design team

Designing Product for Behavior Change by Matt Wallaert at TechStars Boulder

How to Create an App from Scratch

October Porto Tech & Creative Events

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store
Nhat Anh Nguyen

Nhat Anh Nguyen

More from Medium

Case study: My first ever human-centred design project.

Series of low-fidelity sketches drawn to rapidly generate a range of different possible layouts for my app. Sketches were used during my first interview with Abby in order to find out what she expected from a note-taking app.

Case study: Design a desktop website to improve the presence of local business

Tennis court

But Let The Talents Win You!

UX/ UI Redesign Women4Cyber Website — Case Study