Zalando beauty:
mini sizes & samples
Risk-free beauty product purchases
Zalando is Europe's leading online fashion and lifestyle retailer with more than 35 million active customers. The company incorporated a beauty category to their assortment in 2019 but the experience was never tailored to the singularities of these products and, most importantly, to their customers.
THE CHALLENGE
- Online shopping for beauty products has gained more popularity in recent years, and has skyrocketed with the coronavirus outbreak. Customers lack the multi-sensory experience of buying beauty items in brick-and-mortar stores, where they could smell, feel and try them on their skin. This is a burden for purchasing new products online, therefore restricting most customers to replenishing known items (60% of customer orders).
As the problem was very well defined when I joined the project in June 2020, my contribution was focused on the solution design phase. My role was to design an experience that allowed users to discover mini sizes and free samples while searching, browsing, and navigating the beauty assortment. Furthermore, I collaborated with another designer on the checkout and post-purchase experiences.
In addition, I worked alongside a Researcher, Content Strategist, a Product Manager and 2 Engineers.
OUR GOALS
- Allow customers to try beauty products risk-free before committing to a full size via mini sizes and free samples.
- Reduce returns rate and subsequent disposal of items that can’t be resold after being unsealed
