UX Research at Home Depot
When I first started at Home Depot, I created a screen we referred to as Mobile Order Details. We conducted continuous research on this products use and value in store.
What is this? This view was simple and allowed associates to scan an order and view all information about that order such as who was coming to pick it up, when, the items in the order, the quantity, the associate you prepped the order and so much more.
Why was this important? It allowed the associate to quickly learn what they needed to about the order using their Home Depot issued phones. They were previously reliant on their computer.
Problem Statement
Associates need a quick way to access information about customer orders through their HDphones.
Why is it important to solve it now?
This process allows associates to rely less on the desktops, allowing them to move faster through audits, and confirming customer orders details or status.
What do we want to measure?
How often is this tool used?
How many times a day/shift do you use this tool? Do you prefer it over the desktop? If you do not use this tool, what application do you use instead?
When do you scan an order?
What are you doing at the time? What were you looking for?
Who uses this tool the most?
What is this persons job? What do they need it for?
Users
Design Process
Information Architecture
Determined what the application needed, the assets, how they should be accessed and when the user would need them.
Paired with Developers
Sat closely with developers to understand which data was available to pull in to use.
Component Standardization
Home Depot holds a series of meetings to make sure each experience brought to the platform is consistent with other applications.
Annotations
Created detailed annotations for developers and PMs to follow the flow of the Mobile Order Details.
User Testing
Conducted 6 interviews to understand how associates would interact with the device, what information was missing, and if they found the device useful
Online Survey
Posted a survey online to our Home Depot forums to understand how users interacted with the product outside our 6 stores.
Feedback Loop
Out team went in store often to check on the progress of MOD, any insights associates had and any request for features to add. Through these store visits we prepared a backlog of features to prioritize.
Town Hall
After 6 months in pilot stores, we conducted a town hall with managers and associates across the regional area to understand how MOD was performed in their stores.
User Quotes