The Home Depot
The Home Depot
The Home Depot
Omni-Channel Selling
Omni-Channel Selling
Omni-Channel Selling
At Home Depot, I led the design of their new selling platform and order management platform used by store associates across every department.
The existing experience was spread across more than a dozen disconnected systems, each built for a specific type of selling.
This project rethought that entire model, replacing it with a single, scalable platform that now supports over $24B in annual sales.
At Home Depot, I led the design of their new selling platform and order management platform used by store associates across every department.
The existing experience was spread across more than a dozen disconnected systems, each built for a specific type of selling.
This project rethought that entire model, replacing it with a single, scalable platform that now supports over $24B in annual sales.
At Home Depot, I led the design of their new selling platform and order management platform used by store associates across every department.
The existing experience was spread across more than a dozen disconnected systems, each built for a specific type of selling.
This project rethought that entire model, replacing it with a single, scalable platform that now supports over $24B in annual sales.
The Problem
The Problem
Store selling was fragmented across more than a dozen systems
Associates had to constantly switch tools to help customers and manage orders
There was no consistent source of truth for order data
Associates relied on handwritten notes and workarounds to get through basic scenarios
This made it difficult for Home Depot to move fast, launch new initiatives, and innovate
This wasn't a UI issue. The system itself was broken. The entire selling experience needed to be rethought.
Store selling was fragmented across more than a dozen systems
Associates had to constantly switch tools to help customers and manage orders
There was no consistent source of truth for order data
Associates relied on handwritten notes and workarounds to get through basic scenarios
This made it difficult for Home Depot to move fast, launch new initiatives, and innovate
This wasn't a UI issue. The system itself was broken. The entire selling experience needed to be rethought.
Store selling was fragmented across more than a dozen systems
Associates had to constantly switch tools to help customers and manage orders
There was no consistent source of truth for order data
Associates relied on handwritten notes and workarounds to get through basic scenarios
This made it difficult for Home Depot to move fast, launch new initiatives, and innovate
This wasn't a UI issue. The system itself was broken. The entire selling experience needed to be rethought.
Personas
Personas
Journey Maps
Journey Maps
Experience Strategy
Experience Strategy
We reduced more than 200 scattered feature screens into three core templates - Product Search, Product details, and Cart - creating a single, consistent flow for any product type or fulfillment channel. This streamlined design made the experience easier for associates to learn, faster to navigate, and simpler to scale.
We reduced more than 200 scattered feature screens into three core templates - Product Search, Product details, and Cart - creating a single, consistent flow for any product type or fulfillment channel. This streamlined design made the experience easier for associates to learn, faster to navigate, and simpler to scale.
Design and Execution
Design and Execution
Consolidated multiple catalog and product type views into a single, adaptable Product List Page that surfaces key details at a glance.
Consolidated multiple catalog and product type views into a single, adaptable Product List Page that surfaces key details at a glance.
Prioritized the most critical details and streamlined interactions so associates can quickly find and add items in just a few taps, regardless of product type.
Prioritized the most critical details and streamlined interactions so associates can quickly find and add items in just a few taps, regardless of product type.
Modular Product Info Page that adapts to any product, surfacing essentials up front while keeping deeper details available on demand.
Modular Product Info Page that adapts to any product, surfacing essentials up front while keeping deeper details available on demand.
Supports marketplace view when multiple buying options are available.
Supports marketplace view when multiple buying options are available.
Simplifies dense product information into a clear, scannable experience on mobile.
Simplifies dense product information into a clear, scannable experience on mobile.
The cart balances simplicity with depth by keeping powerful features and detailed information accessible without overwhelming the user.
The cart balances simplicity with depth by keeping powerful features and detailed information accessible without overwhelming the user.
A reusable customer module informed by research and built for scale.
A reusable customer module informed by research and built for scale.
Price adjustment tools with built in manager approval for large markdowns, enabling faster resolutions at the point of sale.
Price adjustment tools with built in manager approval for large markdowns, enabling faster resolutions at the point of sale.
Associates manage several quotes at once, and the Recent Activity drawer makes switching between them fast and seamless.
Associates manage several quotes at once, and the Recent Activity drawer makes switching between them fast and seamless.
Impact
Impact
The new platform established a unified foundation for selling and order management across Home Depot, designed to replace decades of disconnected tools with a scalable, modern experience. It now processes more than $24B annually and underpins the company’s enterprise architecture for future software development.
The new platform established a unified foundation for selling and order management across Home Depot, designed to replace decades of disconnected tools with a scalable, modern experience. It now processes more than $24B annually and underpins the company’s enterprise architecture for future software development.