Now that Christmas 2025 just happened, the season for returns and exchanges is upon us.
Will customers be ranting about the hassle of returning and exchanging the gifts they bought online? Or will they be relieved over convenient return options?
For Old Navy customers, things are looking good.
I documented the UX flow for returning items purchased on retailer Old Navy online, from the POV of a real customer. It’s on our Confluence documentation site: https://aiagentw.atlassian.net/wiki/spaces/~557058ab1d03022a6540d9b871785824c87623/pages/196695/Overview#Examples-of-workflow-suggestions-using-automations-and-AI
Screenshots from the documentation:
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Note that a Confluence (Atlassian) login is required to view that page.