Case Study: Emballage return feature

Client: Coop Supermarkets
Application: Goeds (store operations app)
Feature:  Digitalisation of Emballage retouren (packaging returns) process
My role:  UX/UI Designer (at Product League)
Timeframe:  September 2021 - November 2021
Goal:  Replace a manual, paper-based process for returning valuable packaging with a guided, digital workflow that’s faster, more accurate, and easier to hand over.

The use of the Goeds application on the store terminal on site

Context & Problem

Before this project, returning emballage — deposit-bearing packaging such as beer crates, big bags of bottles, soda crates, dairy crates, pallets, and cardboard — was handled entirely on paper.


The process:

1. Store employees filled in a multi-copy paper form with counts per category.
2. Store and driver signed the form; one copy stayed in the store, one went with the driver.
3. In between, employees had to collect additional paperwork from the office to finalize the return, as well as store the paperwork after signing it.

Challenges included:

• Time-consuming handling.
• Risk of errors in counts and transcription.
• Inconvenience (finding paper, pens, storage space).
• No built-in guidance for correct packaging preparation, despite detailed company rules.

Because emballage represents direct monetary value, accuracy, traceability, and a clear chain of responsibility were critical.

The paper form used for emballage returns

Approach

Our process combined on-site research, iterative design, and validation:

1. Field research: Visited two Coop stores to observe how emballage was prepared and documented before digitalization.
2. Design foundation: Incorporated official Coop guidelines from the emballage handbook into the proposed flow, ensuring the app would also teach correct preparation.
3. Lo-fi prototyping: Created a low-fidelity prototype of the new workflow in Goeds.
4. Validation: Reviewed the flow with the Coop head office team online; refined based on their input.
5. Pilot build: Developed a first version of the feature and presented it in-store to gather feedback.
6. Iteration & launch: Conducted a live pilot at Coop Harmelen before opening hours; collected feedback from staff; made small adjustments; rolled out to all stores in batches.

Solution

The new Emballage retouren feature in Goeds offered:

• Guided selection: Clear categories for each type of return (beer crates by brand, pallets, big bags of bottles/cans, cardboard, dairy crates), matching Coop’s official guidelines.
• Barcode scanning: For big bags, scan unique ID to avoid manual data entry errors.
• Save & edit later: Allows preparation by one staff member and handover by another — especially valuable for early morning picks or with shifts of users starting/ending.
• Instant digital transfer: Replaces paper forms and signatures with direct digital submission to the distribution center.
• Distribution center workflow: Returns appear in the DC’s system for confirmation or optional random checks.

Emballage returns feature in the Goeds store application.

Impact

Pilot feedback at Coop Harmelen and Nieuwveen:

• Faster processing: Eliminated paper handling, searching for pens, and trips to the office for filing.
• Improved accuracy: Digital guidance reduced incorrect preparation.
• Happier staff: Appreciated the ability to prepare returns in advance and hand over later.
• Better traceability: Digital records ensured clear responsibility from store to distribution center.

My Contribution

• Researched existing paper-based workflow on-site.
• Integrated official guidelines into app content and interaction design.
• Designed the complete digital flow and UI for Goeds.
• Conducted remote and in-store validation sessions.
• Facilitated pilot feedback and implemented refinements before full launch.