The Home Depot

Designing a Scalable Delivery Experience

As part of the unified selling platform, I led the design of a scalable delivery experience that could support a wide range of fulfillment scenarios across the business.

The Problem

Deliveries were fragmented across multiple systems and networks, each with its own rules, constraints, and service models.

Depending on what was being sold, associates had to navigate completely different workflows to schedule a delivery.

Associates consistently asked for more support from the system, without losing flexibility.

A Simpler Model

To simplify the complexity, I broke the delivery experience down into three core steps that could scale across all scenarios:

Delivery Address
Delivery Options
Delivery Date

This created a consistent structure for scheduling deliveries, regardless of product type, channel, or fulfillment method.

A stepper was introduced to guide associates through each stage, making the process easier to follow while still supporting more complex scenarios.

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.

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 introduced the Stepper, a progressive disclosure interface that guides associates through complex delivery setup while keeping their progress visible.

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.

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.

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.

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.

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