User Research and User Experience Design for Retail

Swift Rivers developed technology to automate web, call center, and store-based retail returns. The Swift Rivers technology determined where to send the return based on its value and other business rules. Destinations for the return could be a warehouse, store, outlet, donation center.

Kay designed user interfaces for administering the system, for entering business rules and monitoring their effects, for the call center, and for presenting return information on the consumer web page.

She did extensive user research on target users that included call center staff and merchandisers.