📋 Foundation & "AS-IS" Analysis

❓Business request:

As the e-commerce sales for Nordic Sphere grew rapidly, the number of product returns increased dramatically. The current returns process is 100% manual (based on paper forms, emails, and manual data entry into Excel).

😡 Key Business Pain Points:

• The Customer Support and warehouse teams cannot keep up with manual package verification
• Customers are forced to manually print, hand-write, and fill out paper PDF forms, creating a poor user experience.
• Customers frequently complain about the lack of updates regarding their return status and refunds.
• The long processing time freezes capital in returned products that could otherwise be resold quickly.

💫 Project Constraints

The future solution must be

🔹 fast, secure (GDPR-compliant encryption for customer bank details)

🔹budget-friendly (mid-scale investment with justified ROI)

🔹accessible (to ensure all stakeholders operate within a single, integrated system ecosystem)

✅ Business Analysis Planning & Monitoring

🎯 Objective of the Analysis

<aside> 💡

To design a cost-effective, secure, and automated return management system that eliminates manual paperwork for the customer, CST, and warehouse teams while reducing the overall Time to Refund.

</aside>

👤 Stakeholders