PALMONAShas no designed experience for when something goes wrong.

PRODUCT DESIGNER & UX RESEARCHER

"Palmonas's marketing works. The customers arrive. The post-purchase experience loses them permanently. This is what I built to fix that."

Palmonas App Mockup

WHY SHE TOOK SCREENSHOT

The HOOK

Cashew set
Gold cashew setSCREENSHOTTED

Tanushree '47' wanted to buy from Palmonas. Instead of checking out, she screenshotted the design, walked to a local jeweler, and bought a physical replica. Why? Because the app could not give her certainty. She is not an outlier. She is the pattern.

What must be true for Tanushree to buy online instead of creating a workaround?

Research Overview

What I found after deep diving into Palmonas

5User Interviews
50+App Store Reviews
19-47Age Range
99

"Generic
questions
produce generic
answers.

I asked about
discomfort."

ParticipantArunava PorelAge: 20
ExperienceFear of getting a fake product overrides the excitement.
FocusPRE-PURCHASE ANXIETY
"Fear of getting a fake product overrides the excitement of the purchase."
ParticipantTanushree DuttaAge: 47
ExperienceMultiple failures in delivery and service led to stopping online buying.
FocusTRUST COLLAPSE
Multiple failures in delivery and service led her to stop buying online entirely.
ParticipantDeboshmita DuttaAge: 19
ExperienceInherited deep-seated skepticism toward digital luxury brands.
FocusINHERITED DISTRUST
Inherited deep-seated skepticism toward digital luxury brands from her mother.
ParticipantSwapnadeep AdhikariAge: 22
ExperienceEmploys strict logic and workarounds to mitigate online risk.
FocusRATIONAL BUYER GAPS
Active buyer on Amazon/Meesho who employs strict logic to mitigate risk.
ParticipantSneha KumariAge: 20
ExperienceNeeds material perception before digital commitment.
FocusCORE TENSION
"Wants to feel the physical material before committing to the digital purchase."

Affinity Mapping

Connecting the Dots

Affinity Mapping

Key Findings

Where Palmonas is failing

"system failure"
FINDING 01

The product experience ends at checkout. The user's anxiety does not.

ORDER PLACED
CHECKS APP
NO REAL TRACKING
CALL SUPPORT
PRODUCT FAILURE
Mockup 1

Detailed tracking of order,
via " web hook "
So, that customer won't be anxious and call customer support

FINDING 02

When something goes wrong, there is no way out. The silence is the damage.

If anything goes wrong after post purchase, customer will find the solution to their regarding problem in "App"

Mockup 2
FINDING 03

Trust damage does not stay with the person it happened to.

Mockup 3

Support entry point persistent from any order screen so, that customer always has trust on company

The Experience Palmonas Forgot to Design

Flow Audit: Three flows, all broken, nobody fixed them.

CASE 01

Order Tracking

"I use customer care support to know the tracking and product location update."

— Swapnadeep, 22

User NeedsCurrent RealityImpact
Real-time package locationFixed milestone status onlyUsers call support to find out
Delivery window that updatesStatic expected dateMissed deliveries
Gift delivery confirmationDoes not existGifting anxiety unresolved
CASE 02

Return & Refund

"They told me ₹1,800. I received ₹1,400. No explanation. No response when I asked why."

— Tanushree, 47

User NeedsCurrent RealityImpact
Return from within order screenSeparate external portalAbandoned returns
Refund amount before return acceptedVerbal through support onlyTrust collapse
Refund status visible in appDoes not existNo idea where their money is
CASE 03

Cancellation

"There is NO option in the app to cancel an order. My sister's birthday passed. The order still shipped."

— App store review

User NeedsCurrent RealityImpact
Self-service cancellationDoes not existEvery cancellation needs support
Cancellation policy visible before purchaseNot shownUsers discover it too late
Address correction before dispatchDoes not existWrong orders cannot be fixed

DECISION LOG

What Was Rejected. What Was
Chosen. Why It Matters.

DECISION 1

Order Issue Reporting Flow

REJECTED"Generic Chatbot"
CHOSENContextual issue reporting inside the order screen.
STRATEGY

"Resolution must live where the problem lives."

Decision 1 MockupUpload mockup-decision-1.png
DECISION 2

Refund Status Screen

REJECTEDEmail arrives: Refund ₹1,400. No explanation.[User Confused]
CHOSENApp shows: ₹2,300 product — ₹300 discount = ₹2,000 refund.[User Understands]
STRATEGY

"The same difference with no explanation is betrayal."

Decision 2 MockupUpload mockup-decision-2.png
DECISION 3

Support Entry Point

REJECTEDProfile -> Setting -> Help -> Support[ 4 Taps Away ]
CHOSENOrder screen -> Need Help? -> Chat Support[ 1 Tap Away ]
STRATEGY

"The 24-hour commitment converts silence into a reviewable promise."

THE DISTANCE4 TapsA barrier to entry
THE VELOCITY1 TapConcierge access
GraphicUpload mockup-decision-3.png

THE PROCESS OF CREATION

Sketch Time

Base of final design. Ideating the Modern Heirloom through raw, low-fidelity concepts, treating each interaction as a crafted artifact.

Ideation Phase I: Logistics

Track Order

Track OrderUpload sketch-1-1.png
IDEA OF WEB HOOK TECH

Cancellation Flow

Cancellation FlowUpload sketch-1-2.png
IDEA OF RESISTING CUSTOMER TO CANCEL THE ORDER

Ideation Phase II: Trust & Resolution

Order Issue Flow

Order Issue FlowUpload sketch-2-1.png
IDEA OF GETTING CUSTOMER'S TRUST

Refund Status

Refund StatusUpload sketch-2-2.png
IDEA OF CLEAR AND STRESS FREE REFUND PROCESS

Design as a Solution for Friction

A high-fidelity exploration of the new Palmonas experience. Transforming post-purchase anxiety into a moment of quiet luxury and absolute clarity.

Track Order

"This answers the question Swapnadeep was calling support to ask."

Track OrderUpload mockup-final-1.png

Cancellation Flow

"A flow that didn't exist. Built because users had nowhere to go."

Cancellation FlowUpload mockup-final-2.png

Order Issue Flow

"Every category on this screen came from a real conversation with a real person."

Order Issue FlowUpload mockup-final-3.png

Refund Status

"Tanushree was told ₹1,800. She received ₹1,400. No explanation. This is the explanation."

Refund StatusUpload mockup-final-4.png

Repeat purchase rate among users who experienced a post-purchase problem—the single most important number.

Did They Come Back?

A high-level strategic question. If yes, trust was rebuilt. If no, operations failed the design.

Track Order

"Users open the app once. Find the answer. Close it. They stop calling."

Cancel an Order

"Cancellation becomes the last resort, not the only option."

Report an Issue

"The presence of a clear path signals that reporting is worth attempting. Trust recovers."

Refund Status

"Refund discrepancies with no explanation disappear. Every stage tracked."

What This Redesign Cannot Fix

Design is one layer of a product. These screens make promises on Palmonas's behalf. Whether Palmonas keeps those promises is an operational question.

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