The Home Depot
The Home Depot
The Home Depot
Transforming the Delivery Experience
Transforming the Delivery Experience
Transforming the Delivery Experience
Home Depot associates relied on too many rigid delivery tools that couldn’t adapt to the unpredictable scenarios they faced each day. The new platform combined efficiency with adaptability, giving associates the tools to serve customers faster, more accurately, and at scale.
Home Depot associates relied on too many rigid delivery tools that couldn’t adapt to the unpredictable scenarios they faced each day. The new platform combined efficiency with adaptability, giving associates the tools to serve customers faster, more accurately, and at scale.
Home Depot associates relied on too many rigid delivery tools that couldn’t adapt to the unpredictable scenarios they faced each day. The new platform combined efficiency with adaptability, giving associates the tools to serve customers faster, more accurately, and at scale.
Research and Discovery
Research and Discovery
Existing delivery tools locked associates into rigid workflows that didn’t reflect the messy, real world scenarios they faced. Our research revealed an opportunity to create a single, intuitive platform that could automate routine cases while allowing associates to adapt when customer needs changed.
Existing delivery tools locked associates into rigid workflows that didn’t reflect the messy, real world scenarios they faced. Our research revealed an opportunity to create a single, intuitive platform that could automate routine cases while allowing associates to adapt when customer needs changed.
Delivery workflows were spread across disconnected tools, each with its own process and limitations. This slowed transactions, increased training needs, and made it difficult to address long standing pain points in an efficient way.
Delivery workflows were spread across disconnected tools, each with its own process and limitations. This slowed transactions, increased training needs, and made it difficult to address long standing pain points in an efficient way.
We mapped all the delivery needs and pain points to see the full picture of what associates needed and how to improve the experience. The new platform had to support every store role, each with distinct delivery needs.
We mapped all the delivery needs and pain points to see the full picture of what associates needed and how to improve the experience. The new platform had to support every store role, each with distinct delivery needs.
Experience Strategy
Experience Strategy
We streamlined the delivery setup into a three step flow, balancing cognitive load with comprehensive functionality. Smart defaults handled common cases, while associates could easily override for real world exceptions.
We streamlined the delivery setup into a three step flow, balancing cognitive load with comprehensive functionality. Smart defaults handled common cases, while associates could easily override for real world exceptions.
We introduced the Stepper, a progressive disclosure interface that guides associates through complex delivery setup while keeping their progress visible.
We introduced the Stepper, a progressive disclosure interface that guides associates through complex delivery setup while keeping their progress visible.
Design and Execution
Design and Execution
The visual Stepper progresses from an empty state to a final summary, providing guidance and reference at every stage. We developed flexible option sets that handled edge cases while streamlining common paths through intelligent auto selection.
The visual Stepper progresses from an empty state to a final summary, providing guidance and reference at every stage. We developed flexible option sets that handled edge cases while streamlining common paths through intelligent auto selection.
We designed a mobile responsive experience that integrated seamlessly into the cart.
We designed a mobile responsive experience that integrated seamlessly into the cart.
The solution was built as a standalone microservice, ensuring consistent delivery experiences across all enterprise teams and touchpoints.
The solution was built as a standalone microservice, ensuring consistent delivery experiences across all enterprise teams and touchpoints.
Setting The Standard for Fulfillment
Setting The Standard for Fulfillment
The Stepper design became the enterprise standard for all fulfillment types, scaling from Will Call to Major Appliances and extending consistently through to customer receipts.
The Stepper design became the enterprise standard for all fulfillment types, scaling from Will Call to Major Appliances and extending consistently through to customer receipts.
Impact
Impact
The Complex Deliveries solution turned rigid fulfillment workflows into flexible, intelligent experiences that balanced automation with associate control. The stepper design became the enterprise standard across all fulfillment types, improving efficiency and ensuring consistent experiences from cart to customer receipt across Home Depot’s fulfillment ecosystem.
The Complex Deliveries solution turned rigid fulfillment workflows into flexible, intelligent experiences that balanced automation with associate control. The stepper design became the enterprise standard across all fulfillment types, improving efficiency and ensuring consistent experiences from cart to customer receipt across Home Depot’s fulfillment ecosystem.