Oversized labels used to unglamorously curb abusive returns.

When reminders and rules fall short, smart design steps in. From giant clothing tags that stop return fraud to SGH’s safety systems, discover how “forcing functions” make the wrong choice inconvenient—and the right choice effortless.

The year end is a time of gratitude—but let’s be honest, it’s also the season of mega sales. From 11/11 Singles Day to Black Friday and Cyber Monday, retailers everywhere brace for the shopping frenzy. But along with the excitement comes a sneaky habit: buying clothes just to wear once for an event or photo, then returning them for a refund. This is called “wardrobing”, and it’s more common than you think.

Return policies are meant to be customer-friendly—clothes can usually be sent back if they’re unworn and have their original tags. But this generosity comes at a cost to the retailer. Every return means extra work: reverse shipping, inspection, repackaging, and sometimes throwing the item away because of stains or wrinkles. It messes up inventory and costs retailers big time.

So what did some online fashion stores in China do? They got creative. They started attaching huge A4-sized tags to clothes with the message: “No returns or exchanges if removed.” These tags are stiff and impossible to hide, so you can’t wear the clothes out without cutting them off—making returns impossible. Smart, right? This is called a forcing function: a design that makes the wrong choice inconvenient and nudges you toward the right one, without nagging or policing.

We see forcing functions everywhere:

• Microwaves that won’t start unless the door is closed
• USB connectors that fit only one way
• Childproof medicine bottles that are hard for kids to open

Even in healthcare, the same principle applies. For example, medication dispensing cabinets at SGH that only unlock the correct drawer for the prescribed drug, reducing the chance of picking the wrong medication. By removing the risk altogether, mistakes are prevented before they happen.

The takeaway? If you want to stop unsafe or unwanted behaviour, don’t just rely on posters or training. Design systems that make risky shortcuts inconvenient or even impossible, and the safe route effortless.

About Assistant Professor Yin Shanqing

Commonly referred to by his initials, SQ, Shanqing is Assistant Professor of Academic Medicine, Systems Planning at Duke-NUS Medical School. For 20 years, he has applied human factors principles and methodologies to healthcare research, innovation, and quality improvement. He welcomes anyone to consult him on problems or projects that might require human factors insights. 

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