Home Depot Room Scanner - A Personal Journey in Home Improvement Innovation
Designing a customer-centric omni-channel customer experience designed uniquely for The Home Depot.
My Role
Senior UI/UX Designer
What I did
Lead a project to offer a more customized buying experience for customers making renovations to their homes.
Deliverables
- Concept
- UX Design
- UI Design
- Prototyping
- AR Design
- AR Dev
- CX
Created with
Home Depot
Accenture
VisionX
Accenture
VisionX
TL;DR
Overview
Home Depot tasked the team with reimagining the kitchen remodeling experience, aiming to inspire customer creativity, boost confidence in the remodeling process, and keep customers engaged throughout their journey.User interviews and research indicated a need for a simplified, user-friendly solution that could help customers visualize changes.
The research also showed a growing trend of home improvement among people working from home, and a high expectation for omni-channel services.
The research also showed a growing trend of home improvement among people working from home, and a high expectation for omni-channel services.
Results
Summary
- A prototype of the Home Depot Room Scanner was developed, creating an immersive experience that enabled analytics, rich session data, and customer preference data.
- This data was combined with a customer data management platform to produce style and design-based re-marketing campaigns.
- 40% increase in registrations
- 76% increase in project completion rate
- 20% increase in add-to-cart rate, demonstrating significant revenue growth for Home Depot
Introduction and Problem Identification
Ah, the joys of home improvement. We've all been there, staring at our kitchen and wondering, "What if?". Well, we were given a challenge by Home Depot to reimagine the kitchen remodeling experience. We asked ourselves three questions:
1. How can we ignite customer creativity and bridge the gap between online inspiration and designing with The Home Depot?
2. How can we boost customer confidence and ensure a seamless journey from start to finish, minimizing abandonment along the way?
3. How can we keep Home Depot customers engaged, and what insights can we provide to inform associates about customers and their journey?
User Interview Quotes
"As a homeowner, I find it overwhelming to start a remodeling project. I need a simple, user-friendly solution that can help me visualize the changes."
- Jessica, Home Depot customer
- Jessica, Home Depot customer
Research and Findings
Our research showed that 44% of people working from home are investing more time in home improvement, and this trend is expected to continue. Additionally, 72% of consumers who have increased their use of omni-channel services expect to maintain this level of utilization (source: Accenture COVID-19 Consumer Research). Simplifying the design process for Home Depot customers builds loyalty, and that loyalty translates to revenue.
In going through the existing customer experience online, we knew we could do better to engage more thoughtfully and strategically with the customers that utilize The Home Depot’s software.
In going through the existing customer experience online, we knew we could do better to engage more thoughtfully and strategically with the customers that utilize The Home Depot’s software.
Proposed Solution and Design Features
We wanted to leverage space-intelligent computer vision technology and user assist to accurately measure and replicate a customer's space. This would include placing doors, windows, appliances, and eventually sensing paint colors and room textures to improve data capture and recommendations. We incorporated AR technology to connect customers live with an Interior Designer, allowing them to view and adjust the room design and see new products in their own space.
Prototype Creation
We developed a prototype of the Home Depot Room Scanner, creating an immersive experience that enabled analytics, rich session data, and customer preference data. We combined this design data with a customer data management platform to produce style and design-based remarketing campaigns.
Competitor Analysis
After researching competitors in the home improvement space, we found that our proposed solution offered a more personalized and engaging customer experience. Our Home Depot Room Scanner stood out with its advanced AR technology and seamless integration of the customer's journey.
Feedback and Validation
We received positive feedback from Home Depot associates, mentors, and colleagues on our approach to simplifying the design process. Usability testing demonstrated that the design was user-friendly and effective in addressing the target customers' pain points.
Success Metrics and Monetization Strategies
The results speak for themselves:
40% increase in registrations
76% increase in project completion rate
20% increase in add-to-cart rate.
We were able to demonstrate that our solution not only engaged customers but also drove significant revenue growth for Home Depot.
40% increase in registrations
76% increase in project completion rate
20% increase in add-to-cart rate.
We were able to demonstrate that our solution not only engaged customers but also drove significant revenue growth for Home Depot.
