Product Buildup: E-commerce Returns
Every great product starts with a real problem. In this session, we’ll walk through how one of the world’s largest e-commerce platforms tackled a common but complex issue: too many customer calls about returns.
Led by Adam Nicholas, Head of Product for Customer Service, this interactive case study will take you behind the scenes of how product teams approach service pain points, explore root causes, and collaborate cross-functionally to design solutions that scale.
You’ll follow the end-to-end journey—from problem definition to brainstorming, functional design, technical constraints, and final delivery. It’s not just about building features—it’s about building the right thing, the right way.
You’ll walk away with:
A front-row seat to how product leaders tackle ambiguous, operational problems
Techniques for developing actionable problem statements
Tools for structuring collaborative ideation and MVP scoping
A look into the interplay between UX, agent workflows, and system design
Real-world insights on scaling service-oriented products in high-volume environments
Agenda
5:30 PM – Networking + food
6:00 PM – Case study facilitated by Adam Nicholas
6:50 PM – Audience Q&A
7:00 PM – Networking + wrap-up
Who Should Come?
This session is perfect for:
PMs looking to strengthen their discovery and delivery skills
Aspiring PMs eager to learn from real-world case studies
Product leaders navigating high-volume operational pain points
CX, Ops, and Service Design professionals who influence post-purchase journeys
Engineers, designers, and analysts interested in product-led problem solving
Why Attend?
See how real product leaders frame and solve messy customer challenges
Learn practical techniques for service product management
Connect with Nashville’s product and tech community
Cost & Venue Details
This is a free event with food and drinks generously sponsored by Trinetix, a trusted digital product partner to world-renowned enterprises and fast-growing businesses globally.
Location: Trinetix HQ, 750 Old Hickory Blvd, Bldg 2, Suite 290, Brentwood, Tennessee 37027
Parking: Free parking available onsite
About Product Polaris
Product Polaris is a free 3-part mini-series created by Nashville-based product leaders to help aspiring and practicing PMs grow through real-world stories, practical frameworks, and peer learning.
This is the last of three events happening this fall. Join now and be part of a new kind of product community.