Ubiquiti RMA Portal

Centralized platform designed to streamline the management of product returns and warranty claims at Ubiquiti Inc. It provides end-to-end visibility and automation for RMA workflows, enabling faster resolutions, enhanced communication, and improved efficiency for customers, suppliers, and internal teams across global operations.

RMA Submissions on a tablet — ticket number, device, MAC ID, time elapsed and status

Challenge

Before my involvement, the RMA Portal lacked user-friendly workflows, had limited features, and contained several dead ends that frustrated users. These issues caused inefficiencies, delays, and incomplete cases, impacting both customers and internal operations.

RMA Center welcome — what the centre covers and where to start a return, with the account menu open

Notifications — status updates, an item not received and an approved dispute, beside the submissions list

Solution

By conducting comprehensive user research and usability audits, I identified key areas for improvement in the platform’s workflows and interface. I redesigned critical touchpoints, introduced new features like automated updates and enhanced tracking, and addressed edge cases to eliminate user dead ends.

Starting a return — choose device or accessory, enter the MAC ID from the label, then confirm the device

Ticket details for a UniFi Protect G4 Pro — status, processing time, shipping label and the submitted issue

A cancelled ticket’s timeline with the reason, and the choice to raise a dispute or rate the service

RMA on mobile — starting a return, the submissions list and a ticket overview

The five-step return flow, card by card: identify, confirm, seller and proof of purchase, then submitted