Salut

A mobile app that simplifies retail returns through a multi-device experience

Year2022
RoleUX/UI Design · Research
StackAdobe XD · Adobe Creative Cloud
ClientAmsterdam University of Applied Sciences
Duration4-6 weeks
Live—

A closeup of Salut, with a screen to see your returns in overview

05 2022

RESPONSIVE MULTI DEVICE APP — VISUALS

SalutResponsive multi device appAmsterdam University of Applied SciencesUX/UI Design + ResearchA note to self2022

Introduction

Salut is a conceptual multi-device experience that rethinks the way people return online purchases. Instead of waiting in long queues at busy stores, users prepare their return through a mobile app before completing the handoff at a self-service terminal located in shopping centres or stations. The project explores how multiple devices can work together to create a smoother customer journey. Rather than designing individual screens, I focused on the complete experience, from creating a return at home to dropping off the package and tracking its status afterwards.

01 /Challenge

The project started with an ideation phase where I explored several multi-device concepts before selecting a solution focused on simplifying clothing returns. Early feedback helped broaden the concept from a single retailer to a shared service that could be used by multiple stores within shopping centres or transport hubs. To better understand the problem space, I created a user scenario describing the user’s motivations, frustrations and the context surrounding a return. Mapping the experience before, during and after the interaction helped define where each device would be most useful throughout the journey.

User Experience mapping after creating a user scenario (in Dutch)

02 /Research

After defining the user journey, I translated the insights into product requirements using the MoSCoW prioritisation method. This helped distinguish essential functionality from features that could be added in future iterations. To validate these requirements, I analysed existing experiences from Zara, Bol.com, H&M and Tikkie. Rather than focusing on visual design, I broke down their screenflows to understand how different apps approach returns, item scanning, payment information and confirmations. These references helped establish familiar interaction patterns that users would already recognise. Instead of copying these flows directly, I identified familiar interaction patterns that users already understand. These insights helped shape the structure of Salut while keeping the experience intuitive and recognisable.

03 /Design

Because the experience moves between a smartphone and a physical terminal, I focused on designing the complete service rather than individual screens. I used Context Flavours to map the user’s journey over time and identify opportunities before, during and after the return process. Alongside this, I applied the 3Cs Framework to define how both devices should work together. The mobile app provides continuity by allowing users to prepare and monitor their return, while the terminal complements the experience by handling the physical drop-off. I also considered interaction patterns and device-specific behaviour to ensure each device supported the task it performs best.

Timeline made out of the DETAILS context flavours

DETAILS framework used to make the timeline

04 /Wireframing

I started with low-fidelity wireframes to establish the navigation structure, screen hierarchy and overall flow. These early concepts were simple for quickly testing ideas before starting with visual design. After presenting the wireframes, I gathered feedback across multiple iterations. Suggestions included improving the visibility of return information, simplifying navigation, removing unnecessary screens and making item information easier to scan. Each iteration refined both the interface and the overall experience, resulting in a cleaner and more focused user flow.

Lo-Fi wireframing in combination with screenflow

Hi-Fi wireframing in combination with screenflow

05 /Final prototype

The final prototype combines the mobile application with a touchscreen return terminal into one continuous experience. Users prepare their return on their phone, receive a unique code, verify their package at the terminal and complete the handoff without waiting in line. The visual design follows a clean and minimal interface using turquoise as the primary accent colour. While the aesthetics remain intentionally simple, the focus of the project lies in demonstrating how research, service design and multiple UX methods can be brought together into a cohesive multi-device experience.

Final prototype showcase - finding a lockerbox

Final prototype showcase - drop off at terminal device

Conclusion

Salut represents one of my first projects where I approached design as a complete service rather than a collection of screens. It introduced me to user scenarios, competitor analysis, requirement prioritisation, context flavours, the 3Cs Framework, iterative wireframing and designing interactions across multiple devices. Although I would approach parts of the interface differently today, the project still reflects an important stage in my development as a UX designer. More importantly, it demonstrates a design process centred around research, iteration and creating experiences that respond to real user needs.

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