Problem

<aside> 💡 There is no convenient way for users to track their expected refunds

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Background

There is an estimated 49 million Americans who lose or had a parcel stolen in the last 12 months. The average American return rate jumped to 16.6% in 2021, vs 10.6% in 2020. Consumers can track their delivery parcels, but why isn’t there a way for us to track our returned parcels to ensure we get our refunds?

Research Goal

We want to know how and if users track their returns so that we can develop a more convenient way to integrate this feature into Capital One’s mobile banking app.

Research Objectives

• Determine how users track return refunds
• How often do they make online returns in a 3-6 month time frame
• How often do they forget about an online return

Research Questions

1. Do you make online purchases using a credit card or debit card?
2. How often do you submit an online return?
3. How do you track your online returns?
4. What do you do when you realize you have not received an online refund?
5. You have a tracking number but no recollection of what company the return is for, what do you do?
6. How likely are you to use this feature
   1. 1-5 Scale