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Nuuly – Rethinking Sustainable Fashion Rentals
Sustainable Style, Simplified.
Redesigning Nuuly’s clothing rental experience with inclusivity, flexibility, and eco-conscious clarity at its core.
🥈 Silver Medal Winner in Interface & Navigation Design
A service design solution that streamlined the rental journey, expanded user inclusivity, and elevated Nuuly’s sustainability narrative, delivered through award-winning interface design.
6 Members
My Role: Research & Interface Design
10 Weeks
Solution at a Glance
Our solution reimagines Nuuly’s platform with a user-first lens, offering tiered subscriptions, personalized sizing support, inclusive fashion filters, and a simplified return flow to make sustainable fashion more accessible and effortless.
Website Redesign
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What is NUULY?
Nuuly is a clothing rental subscription owned by URBN, offering vintage, designer, and exclusive garments to environmentally conscious fashion enthusiasts. While the platform promotes sustainability, it lacked inclusivity, flexible subscription tiers, and user education around its green efforts.
The Challenge?
How might we redesign Nuuly's renting experience to be more inclusive, flexible, and sustainable, while remaining stylish, seamless, and scalable?
Design Process
1
Initial Idea Generation
Open brainstorming across service touchpoints.
2
Idea Expansion
Mapping stakeholder views, effort-impact evaluation.
3
Idea Refinement
Prioritizing scalable and user-aligned ideas.
4
Concept Visualization
Rapid prototyping, wireframes, and interface sketches.
We started by revisiting insights from earlier research, followed by a timed brainstorming session to generate a wide range of ideas.
All contributions were captured on sticky notes and digital boards, forming the foundation for further analysis and refinement.
Idea Generation
We enriched the initial ideas by exploring diverse perspectives and stakeholder needs.
Ideas were then clustered by similarity and prioritized based on impact and effort, helping us identify the most promising solutions.
Idea Expansion
With ideas clustered and evaluated, we used reduction techniques to select the most feasible and impactful ones.
This process narrowed our focus to 3–5 practical, innovative ideas to carry forward into prototyping.
Idea Refinement
Design Objectives
Operational Improvement
Simplifying rental logistics, returns, and sizing accuracy.
Scale & Inclusivity
Introducing size-diverse and gender-neutral collections.
Sustainability Visibility
Communicating Nuuly's eco-initiatives transparently
We identified three core themes that reflect key user needs and project goals. These themes will guide the next phase, where we transform them into actionable, impactful prototypes.
In the final phase, we visualized our top ideas through quick sketches and low-fidelity prototypes like wireframes and service blueprints.
These early visuals clarified core functionality and user interaction, laying the groundwork for refinement and testing.
Concept Visualization
Subscription Tiers
Created Basic, Standard, and Premium plans
Made Nuuly accessible for varying budgets
Strategic improvements across the entire user experience
Returns & Exchanges
Added flexible pickup options, paused rentals during returns
Reduced friction and boosted user trust
Key Solutions
Sizing Experience
Brand-wise size charts and fit previews
Empowered users to rent confidently
Gender-Neutral Styles
Modeled inclusive looks, restructured filters
Reinforced representation and identity
Gender-Neutral Styles
Modeled inclusive looks, restructured filters
Reinforced representation and identity
Sustainability UX
Dedicated FAQ layers, impact visualizations
Educated users on conscious choices
Pickup Location Choice
Return to store / UPS / home pickup
Added flexibility and reduced carbon footprint
The new policy simplifies returns with flexible options—doorstep pickup, UPS drop-off, and in-store returns. Customers get 3 days to schedule, with rentals paused during this time. Clear communication and efficient processing ensure a smooth, hassle-free experience and quicker exchanges..
Returns & Exchanges
Size Description
X
Compare with your own items
check my size
A new layer into the size description, to help customer understand the different measurements from each brand available on Nuuly.
Our Gender Inclusivity features gender-neutral models, promoting a welcoming shopping experience by showing how Nuuly’s clothing fits diverse identities.
Gender Inclusivity
Pickup Location
Not seeing one close? head back and add a free item to next month’s haul - on us:)
Receive another item next month
Select Desired Pickup Location
Choose your preferred pickup location for easy collection of your rental items.
Done
Congratulations!
Return Date: November 14th
Return Location: 221 W Broughton St.
Make sure your item is packed and prepared to be picked up!
Next Steps
Please bring the items to your selected pickup location for return or exchange.
New FAQ's answers to help the customer get all the information they need about Nuulys service.
Subscriptions
Exclusive Brands + Unique Styles
Buy what you love
Laundry + dry cleaning included
Fast, free shipping + returns
No late fees or damage fees
Pause or cancel any time
Subscribe
$98
MONTH
6
ITEMS / NUULY
1
NUULY / MONTH
1
MONTH
8
ITENS
$120
MONTH
8 Items
Shipping in 2-3 days
PLAN + PRICING
Subscribe to the Future
Pick the plan that fits your style
Offering different tiers helps attract budget-conscious or hesitant customers and allows Nuuly to stay competitive with similar subscription services.
Learn More
Return/ Refund
Contact Us
Status: Delivered
Package Tracking: 1ZF1854B9014623637
X
My Orders
Check your orders here
Select Your Replacement
Select the item you want as a replacement
Learn More
Return/ Refund
Contact Us
Track Order
Return Request
Size Issue
X
Receive a an extra item
next month
Exchange Now
My Orders
Check your orders here
Learn More
Return/ Refund
Contact Us
Track Order
X
Congratulations!
You will receive an extra item next month!
Check back on December 12!
My Orders
Check your orders here
Rental Time Saved
+20%
efficiency with flexible pickup
User Inclusivity
Gender Neutral
models adopted in advedrtisements
Ease of Returns & Exchange
+35%
exchange success on 3 day try on
Awareness & Sustainbility
+10%
increased click through for FAQ's & Sustainability Pages
Impact
Measurable improvements across key user experience metrics
Our work with Nuuly highlighted how thoughtful service design, grounded in inclusivity, convenience, and transparency, can lead to measurable impact across the user journey, improving rental efficiency, return experiences, and user engagement, while fostering a more inclusive and sustainable brand experience.
Team: Aarushi Pohnerkar | Alex Bivins | Bianca Falcao | Dianne Aguas | Navyaa Taneja | Pranay Patidar
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