SMART HOME AT LOWE’S
The problem at stake was that customers were having a hard time finding what smart products Lowe’s offers. The challenge was to re-design the customer experience to ensure that they can find the smart products they need at ease with fewer clicks to check out. My role in this project was to work with Stakeholders, Search and Navigation, Content Strategist, Google Representatives, Marketing and many other teams to collect the information and assets needed to begin the new Smart Home experience. I was responsible for research, wire-framing and final asset delivery. The most valuable research was user testing which allowed me to learn what real world issues customers are actually having with the Lowe’s Smart Home experience. This research is crucial to developing a better Smart Home brand. A big challenge we faced was that Smart Home products can be bought by a number of competitors, some of which make their own smart products. How does Lowe’s make it’s presence more known in the Smart Home world. Combing new search engine optimization terms with a new, easy to navigate, Smart Home experience will make the customer more likely not only find what Lowe’s offers, but also increases the changes that the customer returns when they want to purchase additional Smart products.
The UX team constructed a brainstorming workshop where we invite experts in Smart Home, SEO, Search and Navigation and any other teams that can provide useful information. From the workshop I gain insights on what information is most valuable for the Smart Home experience and what issues customers are having during their shopping experience. I shared my user testing results and discussed how I laid out the test. When developing the wireframes I use all the concerns and insights collected from the workshop. During the wireframe process there is a lot of communication with Stakeholders, Content Strategists and Copywriters to insure we are aligning with our insights and research.
The goal for my design was to make sure that the overall feeling of the experience was clean and interesting. Smart Home products are exciting to shop for so during this experience I don’t want the customer to feel bored with the pages as they search for their desired product. I also don’t want the customer to feel overwhelmed with busy pages that confuse the user and would ultimately result in a lost sale.