A locker that takes returns

A product design question from a product manager interview, set at Pehno, a fictional fashion e-commerce company.

The question

Skills this case tests

A starting structure

Business goal → Tier-2 customer segment → delivery, payment and returns journey → locker solutions → pilot metrics

How to approach this case

Don't start with hardware. Ask what problem the locker is meant to solve for Pehno, what a failed Tier-2 delivery or pickup costs today, and what budget and timeline the pilot has. Then pick one customer to design for: who in a Tier-2 city finds home delivery hard, and why? Map their journey end to end, from checkout through payment and delivery to what happens after the parcel is opened, because a fashion order doesn't always end at delivery. Find out how many orders are cash on delivery and work out how payment happens at a locker. Be concrete about where lockers go and who runs them day to day. A strong close includes per-locker unit economics and payback, one primary metric measured against a matched comparison, and guardrails on conversion and fraud.

The full method for product design (product sense) questions · A worked example answer

After the mock interview you get scores on five skills, what to fix with quotes from your answers, and the ideal path for this case.