Denna rapport vill belysa kunders problem med att hitta passande storlek när de handlar kläder i en webbutik. Fokusområdet är att undersöka om det är möjligt för kunder att ta tillförlitliga kroppsmått eller plaggmått med måttband, för att välja passande klädstorlek vid e-handel.   Först genomfördes en marknadsundersökning för att ta reda på hur klädföretag utformar sina storleksguider. Därefter utfördes en undersökning där 20 militärer deltog. De fick i uppgift att följa instruktioner för att ta kroppsmått på sig själva, ta samma mått på varandra och måtta av två utvalda plagg. Avslutningsvis fick de låta sig bli mätta av en designtekniker. Resultatet visade mycket stor spridning och flera av måtten hade ett spann från -6 cm till +6 cm i jämfört med att en professionell genomförde mätningen. En upptäckt var att vissa mätresultat blev bättre när någon annan än personen själv utförde kroppsmätningen. Deltagarna fick som avslut svara på några frågor. Hela 60 % av deltagarna i testgruppen trodde att en filminstruktion skulle ha underlättat mätningen. Slutsatsen är att det är viktigt att informera kunder hur de bör ta hjälp med att ta sina mått i användandet av storleksguiden, och att en instruktionsfilm kan underlätta mätningen. Ett komplement till kroppsmått kan vara plaggmått i storleksguiden. / The purpose of this report is to highlight customers' problems in finding the right size when shopping for clothes in an online store. The focus area is to investigate whether it is possible for customers to take accurate body measurements or garment measurements with a measuring tape in order to select appropriate clothing size in e-commerce.   A market investigation on the internet was conducted to find out how clothing companies design their size guides. Then a study took place with 20 participant soldiers. They were asked to follow the instructions for taking body measurements of themselves, to take measurements of each other and to measure two selected garments. Finally, they where measured by a garment technologist. The result showed a very large difference, and several of the measures had a span from -6 cm to +6 cm. One finding was that some measurement results were improved when someone else than themselves performed the body measuring. Afterwards the participants were asked to answer a few questions. Around 60 % of the them believed that a film instruction could facilitate the body measuring. The conclusion is that it is important to inform the customers in the size guide that it is important to get help to get as accurate measurements as possible and that an instructional film can facilitate the measuring. A complement to body measurements can be garments measurements in the size guide.

Retail is shifting from physical shopping experience to a more online experience. However, the transition is not happening without pains and both consumers and companies alike face challenges when it comes to utilizing all the benefits that the flexibility brings. One of the biggest issues that the online fashion industry is facing, is product evaluation and the resulting high returns rate. Customers are unable to fully evaluate the products due to, for example, insufficient information, faulty information and the fact that size guides are not reliable, which are incentives for the customers to send the products back. Thus, the aim of this thesis is to investigate and determine what the key challenges that the online fashion companies face related to their most common product evaluation tools and what effects those challenges have on the companies. Further, this thesis evaluates how implementing an augmented reality tool, the Augment app would affect those challenges. Finally, this study investigates how implementing the Augment app would affect the Swedish online fashion retailers’ competitiveness. To answer these questions, a qualitative multi-case study was conducted with three Swedish online fashion retailers. Conducting an embedded multi-case study allowed for meaningful and generalizable findings as it allowed for both within-case analysis as well as cross-case analysis. The results of the study found that companies face challenges in regards to providing quality customer service, ensuring e-satisfaction as well as reducing the high percentage of customer product returns for the Swedish online retailers. Further, the study found that the Augment app could not automatically solve all of the challenges on its own. Rather, the Augment app would act as a complement to the current product evaluation tools and be a most welcome addition. Further, by implementing it, a company could build sustainable competitive advantage.

Eftersom e-handeln ökar och returgraden likaså har returer blivit ett av e-handelns största miljöproblem, särskilt inom modebranschen. Detta arbete syftar därför till att undersöka vad som påverkar den höga returgraden samt hur olika medietekniska lösningar såsom produkt-information, kundrecensioner, storleksguider och virtuella provrum kan minska returgraden. I två fokusgrupper diskuterades arbetets syfte och resultatet sammanställdes sedan i en innehålls-analys. Med utgångspunkt i tidigare forskning och det empiriska materialet fördes en diskussion kring returorsaker samt medietekniska lösningar och deras potential. Både empiri och tidigare forskning vittnar om att storlek- och passformsproblem är de främsta orsakerna till retur och att medietekniska lösningar kan reducera antalet returer inom modebranschen genom att minska dessa problem. Dock behöver e-handelsföretag arbeta för att sådana lösningar ska användas i större utsträckning. / As the e-commerce is increasing so are the returns and returns have therefore become one of e-commerce biggest environmental problems, especially in the fashion industry. This study aims to investigate what influence the high return rate and how different technology solutions such as product information, customer reviews, size guides and virtual fitting rooms can decrease the return rate. In two focus groups the purpose of the study was discussed, and the result was compiled in a content analysis. Based on previous research and the empirical material a discussion was held about the causes of return as well as the media technology solutions and their potential. Both empirical material and previous research demonstrate size and fit problems as the main reasons for return and that media technology solutions can reduce the number of returns in the fashion industry. However, e-commerce companies must work for such solutions to be used to a greater extent.