The issue
With more than 38 million products and over 13 million customers, Bol.com processes a massive volume of returns daily. To manage this efficiently, they opened a dedicated returns warehouse. However, evaluating the condition of returned products and restocking them quickly proved to be a challenge.
Manual assessments led to inconsistencies, delays, and inefficiencies. Bol.com needed a digital tool to support warehouse operators in making accurate, fast, and objective product evaluations, while ensuring scalability, employee onboarding, and alignment with their sustainability ambitions.
Our solution
To meet this challenge, we developed Quest, a custom Android app built for 22-inch tablets used by warehouse operators.
The app simplifies and streamlines the returns workflow with:
- A step-by-step interface, guiding operators through each task
- Extra-large buttons and minimal on-screen text for faster navigation
- Multilingual support and icon-based guidance
An objective, repeatable flow for evaluating returned products - A scalable foundation that supports smooth onboarding and warehouse growth
The app helps operators quickly determine the best second-life destination for each product, speeding up the back-to-market process and supporting bol.com’s sustainability strategy.