Liquid
We conducted an intensive innovation sprint for Westfield, Australia’s premier shopping centre operator, to redefine the retail customer experience. Through rigorous ethnographic research, trend analysis, and market validation, we distilled over 200 concepts into a focused portfolio of high-potential opportunities. Among these, “Liquid” emerged as a transformative solution, addressing the pervasive pain point of inconsistent and frustrating returns experiences. This concept aimed to convert a traditionally negative interaction into a powerful driver of customer loyalty.
“Liquid” introduced a universal retail payment platform powered by refunds, offering customers simplified return policies, instant credit, and enhanced convenience. Beyond improving the customer journey, Liquid provided retailers with valuable benefits, including the ability to recapture returned merchandise, attract new customers, and glean actionable consumer behavior insights. The project demonstrated the impact of design leadership in creating mutually beneficial solutions, as evidenced by Westfield’s successful recapture of 40% of returns through their app. This initiative not only enhanced the shopping experience but also solidified customer loyalty within the Westfield ecosystem.
Simplify return policies with one universal policy offline and online
Instant, flexible credit
Flexibly use credits at liquid partners without the fear of being “locked in”
Convenient returns
Fast, hassle free returns and refunds at convenient location
Redesign the way returns work in Australia
No more hassle with returns. Network of refund counters across key locations provide hassle-free refund experiences with no question asked and Liquid credit instantly refund in the consumer account.
Effortless payments across and digital wallet
Track liquid credit balance, transactions and return history via a simple digital wallet app.
Tap and go payment via the liquid app, you will use it as any other credit card in your wallet.
Find discounts and rewards in the Liquid network
Variable rewards on refunds into and payments using liquid credit at Liquid retail partners, that the consumer can transfer to other users or cash out.
Redefining the returns user journey in the Australian market.
Simple returns. Flexible spending. Increased confidence.
Universal 30 day returns policy and flexible credits, giving more confidence to spend with your favourite brands.
+20
Consumer Interviews
+18,000
Consumers reached for MVT
8
Retailers interviews
A system that also benefits the reatailers
Liquid generates a better than cash, closed loop payment system that’s fueled by refunds
Gives the customers the flexibility of a cash return, with the confidence it’s returned to a contained payment pool retailers can re-target
Recapture returns
Easily retarget customer after a refund, regardless if they are part of your loyalty programme
Target new customers
Access to a pool of engaged customers with pre-allocated retail spend
Reduce purchase barriers
Reduce the barrier to purchase by converting return policies into a recognisable selling point
Understand consumers
Advanced analytics to understand the consumer’s behavior about returns in your brand and the competence