Going Places

hello.

UX with the Internet Retailer of the Year

"After stepping foot inside the cozy halls at one of Americas most beloved companies; its easy to understand why Home Depot won Internet Retailer of the Year."

As a User Experience Practicioner and Designer for Accounts and Post-Order Operations; I helped successfully design an enrichening Account experience while working collaboratively with the Ecommerce Industry top Engineers, Product Managers and QA folks. While I cannot show too many assets as this stuff is completely property of Home Depot and in-flight, I can show concepts used as future-proof Customer Enhancements which are continually being optimized by the team over at HD.. What an amazing group of people. The UX Department at Home Depot are truly brilliant practicioners. Let's walk through the Information Architecture, beginning with gherkin flavored story sculpting within the Agile framework at Home Depot.


PART I - Information Architecture

Customer Pain Points being solved:

1) As a customer, I would like a better account experience.

2) As a customer that placed an order, I would like to track my order easier. IF there are multiple orders, THEN I would need a way to track multiple orders.
3) As a prospective customer, I would like to know the benefits of opening a Home Depot account.

Through collaborative effort in an Agile arena, we got busy on hitting key milestones, such as increasing customer account engagement as well as complimentary self-service driven by customers main concerns. Though my role was User Experience Designer and User Strategist, I also did my own set of wireframes to action against. I truly do believe good layout = better design.


To kick things off....
If I can be brutally honest here for a sec, most people think there is absolutely nothing sexy or exciting or thrilling about "accounts", or "account creation." Forms. And opt-ins. I totally disagree with most though. You see, my passions about "accounts" and that form-experience type of design stems from the macro dynamic of it all; a stranger is saying YES to share their information with us. Really noodle on that for a sec if you can. A stranger coming to your mobile or web experience has chosen to give you her sensitive financial information as well as her new telephone line, (which we now call an email address). Account-holders are long-term betters within your establishment that told you YES. They took out their credit card and TRUSTED the brand. To me, this actually speaks VOLUMES about loyalty from a customer. Talking about permission to research; these folks darn near give you their tastes and access to their digital closet. The account holder is not only your customer, but now your client. This in mind, I truly do believe that 2017 and beyond will be a BIG YEAR for accounts and the digital enrollment experience. A winning strategy that I have been a solutionist for, is to triple down and focus on these folks while leveraging your omni-channel strategy against the best-of-breed deep analytics paritioned via Teradata segmentation. Logic-driven stories with customer care backbone and a heart for your people, both people meaning workers and customers; has been making Home Depot the creme de la of big brand e-commerce.

Data meets Innovation
All good things start with data. We pulled from a/b User Testing conducted through Opinion Lab as well as Foresee and a ton of feedback loops with actual Customers which my brilliant Product Team discovered. While Data was critical -- especially with the amounts of users in-store and online who landed in the Account Portal, data didn't DRIVE architecture and design decisions; it supported it. Wish more companies thought like this to be honest. Intellectual risks are 80% data and 20% innovation; we flexed that intellectual muscle like a champ when throttling up on release cycle of features.

Spikes and Discovery
As a UX Practitioner, I know the importance of Spikes and Competitive Research; especially within an Enterprise Agile environment. Your MVP had better help promote the KPI set so milestones are reached and enhancements were made. Very proud to say that I did help evangelize less Spikes and more Discovery. Home Depot is an innovative company; I made sure to keep that at the forefront when in Spike-Mode for our workstream. I also did partake a ton of brainstorming and whiteboard sessions; these old-school ways of getting Happy Paths and Edge-Cases surfaced were both useful and effective.

Accessibility
Of paramount importance was Accessibility. Designing for screen-readers, tabulation experiences and greyscale interaction helped the Account Team cater to Home Depot Customers -- holistically. Making sure the experience is the same and equal for ALL shoppers is an ongoing goal for the team over there at Home Depot -- honored to have taken part in sit-down sessions with fellow User Experience practicioners who evangelize the necessity of good, strong, accesibility points.

Below are wireframes of concepts with the Account Team. Home Depot Wireframes

Home Depot Wireframes

Once Registered, the dashboard experience would take shape. A conceptual idea beginning with mobile interfacing. Large Web and High-touch mobile ecommerce is a highly complex ecosystem consisting of, but not limited to: Product Development, Data/Consumer Insights, Creative Projects, Sales and AOV upticking, Global Communication and many more points. By doubling down on concepts that could scale to mobile; conversations with supporting teams are easier. Delivering value regardless of channel or medium is an evergreen initiative which needs constant debt-management and finessing.

Home Depot Wireframes


Part II - Screens + Design

"Below are a mix of Concepts and Approved Designs. The Home Depot Team is kind enough to allow me to show work performed with the good folks over at their Digital Experience headquarters over in Atlanta. Going to miss UX afternoons and Product Lunches as well as deep discussions on the future of Zero UI with one of the most brilliant directors I have had the pleasure of meeting. Below are screens of motion and design..."



Motion....
Taking a cue from Google Material movement, I began to concept the idea of their "consistent choreopgrahy" within animation of User Interface elements. On a TAP or CLICK their should be a harmony of smooth transition and solid hierarchy without looking haphazard..or a flash project from 1998.

An example of Google Material Design Animation choreography
Home Depot Wireframes

Static Example of Account Dashboard - Mobile Experience
Home Depot Wireframes

In practice with Choreographed animation via Google Material Design philosophy

Home Depot Wireframes

Motion Philosophy applied to Large Site and Tablet

Home Depot Wireframes

MultiChannel and Breadth of Work....
Deviating from design-philosphy a bit (while also staying true to my agreement with my friends over at Home Depot) below are concepts during my time with HD. The nobler motives and objective of stakeholders within my team always championed around User-Satisfaction and Customer Success. Truly enjoyed my time at Home Depot and count many of those folks as friends. A few concepts below...





Order Tracking Chat component: In Motion



More concepts to come..in mean time Click here to view other Case studies.

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