Lowes Pro Supply (Strategy Design)
As a Senior Strategist, I took charge of the experience design and creative team. I conducted a comprehensive evaluation of the information architecture and interviewed warehouse stakeholders to pinpoint gaps and identify opportunities for improvement in warehouse fulfillment. Our approach extended beyond traditional methods—we crafted and implemented various strategies, incorporating personas, journey mapping, and inventive approaches to delight and surprise Lowe's customers.
Our primary focus went beyond the superficial aspects of design; it was centered around strategically engineering a dynamic, user-centric experience. This involved a meticulous blend of research, stakeholder collaboration, and innovative thinking, ensuring that every aspect of the user journey was aesthetically pleasing and strategically aligned with the overarching goals of enhancing user satisfaction and engagement.
Project Goals
Expand the current model to adjacent businesses (hospitality and student housing).
1.Better servicing traditional and non-traditional customers.
2.Growing net new customers in multifamily space.
3.
Context
Lowe's Pro Supply is your one-stop shop for maintenance and renovation supplies for the multifamily housing and hospitality industries. With free, same-day delivery in 29 national markets through Lowe's Pro Supply warehouses, we offer an extensive inventory of MRO products in job-lot quantities. Revenue $96.8 Million
Role: Senior Strategy Lead
Tools: Conducting interviews, surveys, card sorting exercises, and focus groups
Year: 2020 - 2021
The Lead Strategist interviewed Lowes Pro Supply Staff to identify pain points and challenges within the existing delivery system. Additionally, we collaborated closely with management supervisors to understand the weaknesses of the purchase and order path.
Following the interviews with the warehouse team, I leveraged the insights gathered to create sketches and journey maps, which were then presented to the client for feedback. Through iterative testing and refinement of the prototype, we ensured that the final product addressed the identified pain points effectively before handing it over to the visual designers. Throughout the project, I was actively involved in the daily management of the work until its completion alongside the development team.
Our analysis pinpointed numerous post-purchase gaps in the workflow, culminating in a substantial 23% increase in revenue for Lowes Pro Supply. This strategic identification and subsequent optimization exemplify our commitment to delivering tangible results and enhancing the overall business performance.
Onsite research with a mobile technician.
“How do I explain what I do at a party? The short version is that I say I humanize technology.”
— Fred Beecher, Director of UX, The Nerder