Due to a Non-Disclosure Agreements, the information on this project is limited. Smart solutions for seamless living
The Situation: Redefining the user experience
The Home Depot transformed the home improvement industry by providing a space for customers to save money and embark on DIY projects with newfound confidence.
However, despite its evolution, customer perceptions have not kept pace, particularly regarding the advantages of fully automated devices and services.
Why this matters:
As we move into the next generation of home improvement, it’s essential to demonstrate our leadership in smart automation. Our mission is to highlight how The Home Depot continues to innovate and redefine home improvement for a modern audience.
The Problem:
We need to effectively communicate the benefits of smart home technology to our customers. While we have introduced product innovations and services, there is still a gap in user understanding and engagement with these automated solutions.
Core areas addressed
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DIY readiness: A comprehensive handbook to prepare users for connectivity challenges, including tips on Wi-Fi bandwidth and router setup.
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Smart device compatibility: Fostering engagement through a “Works With” approach that emphasizes device connectivity rather than brand division.
Hypothesis
By empowering customers with the knowledge and tools to create their own automated experiences, we can enhance user engagement and satisfaction, ultimately positioning The Home Depot as the go-to resource for smart home solutions.
Responsibilities
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Spearheaded pre-sprint preparation and guided post-sprint analysis for user-centric solutions and rapid iteration.
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Coordinated product management, engineering, and marketing teams to align goals and improve communication.
Team Composition
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The key contributors to the project included Product Managers, Senior Product Designers, a Principal Product Designer, a Senior Researcher, a Senior Data Analytics Partner, the UX Director, a Lead Engineer, and a Business Partner specializing in Smart Home initiatives.
Timeline & structure summary
This project was structured around the Design Sprint methodology, emphasizing rapid iteration and collaboration to deliver effective solutions:
- Design sprint methodology: Utilized for the first time at Home Depot, this five-day approach rapidly transitions from problem identification to a tested solution.
- Team collaboration: A small, dedicated team worked together to create a prototype and conduct real user testing, enabling quick visualization of customer feedback.
- Enhanced efficiency: The Design Sprint fosters a collaborative environment that encourages innovative problem-solving, leveraging diverse skills to achieve impactful solutions.
Skills and tools
- Adobe XD: Our team was actively beta testing Adobe XD in collaboration with the Adobe Enterprise team for UI/UX design and prototyping.
- Miro: For collaborative brainstorming and ideation.
- JIRA: For project management and tracking tasks.
- Confluence: For documentation and knowledge sharing.
- Slack: For team communication and collaboration.
- Google Docs: For collaborative documentation and reporting.
Day One:
Defining the customer journey
As we gathered for the first day of our design sprint, the atmosphere buzzed with anticipation. Our core team, a diverse group of talents from product management, design, and engineering, was ready to tackle the challenge of enhancing the customer experience in the smart home market.
The Sprint
Map & Target
Sketch
Decide
Prototype
Test
I kicked off the session by emphasizing our primary goal: to map out the customer journey and identify key touchpoints that influence purchasing decisions for smart home products. We needed to understand how customers navigate the complexities of their choices.
Brainstorming session:
We began with a brainstorming session, encouraging everyone to share their insights on the customer’s mindset—what inspires them, what challenges they face, and what information they seek. This open dialogue fostered collaboration and creativity, allowing us to gather a wealth of ideas.
Key Insights Gathered:
- Inspiration sources: Customers are often motivated by factors such as the desire to save money, enhance home security, and experience innovative technology.
- Customer challenges: The team identified common obstacles, including confusion over product compatibility and concerns about installation complexity.
- Information seeking: We found that customers frequently consult various platforms, such as YouTube and social media, in addition to traditional reviews, to inform their decisions.
- Decision triggers: Key aspects that drive purchasing decisions include promotional offers and the allure of cutting-edge features.
After creating a comprehensive overview, we took a moment to reflect on what we had accomplished. The mapping process not only clarified the customer’s journey but also illuminated common obstacles, such as confusion over installation and product compatibility.
I encouraged the team to consider how our findings would guide future stages of the sprint. With a clear map in front of us, we had the foundation needed to ideate solutions that would streamline the customer experience from inspiration to installation.
Smart Home Journey Map
As we wrapped up the day, the first draft of our customer journey stood complete. It was a significant milestone in our sprint, setting the stage for us to develop actionable solutions that would address customer pain points in meaningful ways.
With excitement in the air, we looked forward to the next phase of our journey.
Day Two:
Sketching ideas
As we entered Day Two of the design sprint, our focus shifted from understanding customer journeys to generating innovative, low-fidelity ideas. This day was dedicated to creatively brainstorming solutions that would address the insights gathered from our previous sessions.
The Sprint
Map & Target
Sketch
Decide
Prototype
Test
The four-step sketch process:
Tuesday became our day for deep thinking, where we employed a structured method prioritizing critical problem-solving over artistic flair. The Four-Step Sketch process helped everyone contribute effectively:
- Notes (15 minutes): We began with a silent activity where team members walked around the room, gathering notes on existing ideas and concepts that inspired them.
- Ideas (25 minutes): Individuals then jotted down rough ideas privately, circling the most promising ones to focus on.
- Crazy 8s (8 minutes): Using a folded sheet of paper divided into eight frames, each person quickly sketched variations of their best idea, allocating one minute per frame.
- Solution Sketch (90 minutes): Finally, participants created a three-panel storyboard on sticky notes, allowing us to visualize concrete solutions that could be easily assessed by others. Anonymity was encouraged, leading to honest feedback, and “ugliness” in sketches was welcomed as we emphasized that words matter.
Key Ideas for Contributions
To ensure all team members felt empowered and engaged, we shared some core principles:
- Remix and improve: Great inventions are often built on existing ideas; improvement through iteration is essential.
- Anyone can sketch: Effective solutions don’t require artistic talent—simple rectangles and words can convey powerful concepts.
- Concrete beats abstract: Sketches help turn abstract ideas into tangible solutions that others can evaluate.
- Work alone together: Group brainstorms can be counterproductive, so we opted for individual sketching time to foster personal contributions.
Preparing for testing day
As Day Two progressed, we also prepared for our upcoming customer testing on Friday.
We outlined a clear checklist for recruiting participants to ensure a smooth process:
- Recruit a lead: Designate someone to oversee recruitment, acknowledging it will require an extra hour or two each day.
- Online recruitment: We utilized our internal list of associates and campus Home Depot associates, along with a few gift cards, to make the opportunity more noticeable, while also posting a generic ad on platforms like Craigslist to attract a wider audience.
- Screener survey: Develop questions to identify target customers without revealing specifics about what we’re looking for.
- Network outreach and follow-up: Leverage our personal and professional networks to find potential participants, especially if we need expert insights or existing customers. Maintain communication via email and phone throughout the week to confirm attendance.
Sketching Solutions
By the end of the day, we had a robust set of sketches and a clear plan for recruiting customers for our testing day. The solutions we developed together set a promising foundation for refining our concepts in the days to come.
Day Three:
Deciding on our ideas
On Day 3, our goal was to resolve which ideas would propel us forward amidst busy schedules and establish a clear direction for our new product category across 2,300 stores.
The Sprint
Map & Target
Sketch
Decide
Prototype
Test
Facilitator Notes:
I ensured energy was conserved by deferring tough decisions to the Decider and postponing minor ones. This kept us focused and efficient.
The day was a blend of focused decision-making and adapting to new insights as they emerged. Our team excelled by knowing when to pause, pivot, or delve deeper into promising conversations.
Managing diverse ideas:
We saw Days Three and Four as a mix of preparation and adaptability. This flexibility allowed our team to stand out both behind the scenes and in front of our partners. By being open to evaluating new ideas on the spot, we maintained agility and focus.
Key Activities:
By Wednesday morning, we had a stack of potential solutions and a clear task ahead: to decide which sketches would be prototyped and tested. This process required careful consideration of the give-and-take involved with each idea. Additionally, we conducted a thorough audit of key products to ensure alignment with our top concepts as we prepared for Thursday’s prototyping.
This necessitated focused attention from our core team, leading us to employ the following decision-making methods:
- Speed critique: Each sketch received a three-minute evaluation, highlighting standout ideas and capturing objections.
- Straw polling: Team members marked their favorite ideas with dot stickers in a nonbinding vote, allowing for diverse input.
- Supervote: The Decider strategically placed ultimate votes to determine which solutions would advance to prototyping.
Key partner quotes:
”The direction and focus of our team have set an exciting precedent for future innovations at The HD.
- Jamie SmithDirector of Smart Home Initiatives
”The clarity we achieved early on in the build process has laid a strong foundation for our work.
- Alex T. JohnsonLead Engineer
These sentiments captured the momentum and enthusiasm driving us to redefine the smart home category and highlighted the critical groundwork laid during our inaugural sprint, ensuring a smooth transition from concept to execution.
Together, these insights reinforced our promising direction and illustrated the evolving mindset around how products come to life at The Home Depot.
Day Four:
Creating a narrative around the prototype
The mixed schedules of our large organization posed challenges, but our efforts on Wednesday laid a strong foundation for Thursday’s prototyping. Together, we focused on crafting a cohesive story that would resonate with users.
The Sprint
Map & Target
Sketch
Decide
Prototype
Test
Crafting the customer experience:
Thursday emphasized the “fake it” philosophy—building a cohesive narrative to envision the Smart Home experience effectively for customer testing.
To achieve this, we focused on several key activities:
- Storyboard division: The team divided the storyboard into smaller scenes, assigning roles like Maker, Stitcher, and Writer to leverage each member’s skills.
- Prototyping: We selected tools that emphasized speed and flexibility, allowing us to complete the prototype quickly.
- Trial runs: Conducted a run-through to catch mistakes, ensuring the Decider and Interviewer were aligned.
As we developed our narrative, we explored two distinct options for the Smart Home prototype, each offering a unique perspective on how to engage customers and enhance their experience.
Option 1
We used a three-layered approach themed “Protect,” “Conserve,” and “Enjoy.” This design included subcategories and more products per page, with shop-all buttons.
Team Note:
We observed that while this option provided a broad range of products, customers might feel overwhelmed without clear pathways connecting related items. Simplifying navigation could enhance user experience
Image: Smart home products organized into three categories: ‘Protect,’ ‘Conserve,’ and ‘Enjoy’ for a more integrated lifestyle.
Image: Highlighting in-store and online support for setup and compatibility, focusing on user understanding over brand names.
Option 2
This approach broke new ground for Home Depot by framing the narrative as “Three ways to start automating your home.” It included embedded communication with in-store associates.
Recognizing that upgrading required foundational Wi-Fi and router support, we added pro tips inspired by competitors like Best Buy, Google Nest, and Apple Home.
Team Note:
We considered key points for the storyboard that focus on the customer journey.
Here you see the storyboard used to illustrate the customer journey as they navigate the world of smart home automation. Emphasizing user engagement and comprehension, each scene captures pivotal moments that enhance the overall experience. From evaluating product features to receiving personalized guidance from associates, and finally to a seamless checkout process, this approach aimed to create an intuitive and supportive journey while effectively capturing our team’s narrative and pitch for the sprint work.
Product comparison :
Customer evaluating different smart home products, highlighting key features and benefits.
Associate guidance :
Associate assisting the customer, explaining the advantages of various features.
Checkout visualization :
Visualization to finalize the purchase and arrange for setup or support after the sale.
Image: Storyboard illustrating the customer journey in automating their home, featuring product comparisons, associate guidance, and a seamless checkout experience.
By focusing on these unique options, we explored how to enhance the customer’s journey through conversation and checkout, ultimately leading to a more informed and engaging Smart Home experience.
Testing the Prototype
Day Five:
Putting ideas to the test
It’s time to put that prototype to the test! On Friday, we showcased our work to five customers through individual, one-on-one interviews. Rather than waiting for a full launch to gather data, this day was focused on gaining immediate insights into our most pressing questions.
The Sprint
Map & Target
Sketch
Decide
Prototype
Test
Insights and methodology:
Utilizing the IDEO model for human-centered design, we initiated usability testing with the aim of validation. This structured approach provided our team with a clear roadmap and a solid foundation based on user feedback.
- Five is the magic number: After conducting five customer interviews, we anticipated significant patterns emerging in their feedback.
- Watch together, learn together: We maintained the integrity of the sprint team by watching the interviews as a group. This collaborative experience enhanced our ability to draw meaningful conclusions and deepen our understanding of user interactions.
Through effective leadership, I ensured that every team member remained engaged and focused, making the most of this critical testing phase.
A winner every time
Whether the prototype is a flawed success or an efficient failure, each outcome provides valuable insights for the next step.
Interviewer Tips:
- Be a good host: Make customers feel comfortable and engaged.
- Ask open-ended questions: Encourage discussion with “Who, What, Where, When, Why, and How.”
- Ask broken questions: Let questions trail off to prompt deeper responses.
Image: Visual representation of the Smart Home product page, highlighting user-friendly features and voice assistant integration for an enhanced customer experience.
During this process, we took careful notes on customer feedback in the sprint room, ensuring we recorded direct quotes and observations. As the day closed, I reflected on our wins and challenges, reinforcing the importance of capturing every moment and detail throughout the process.
Facilitator Tips for Effective Interviews:
- Draw a grid: Create a whiteboard grid to categorize feedback by customer and prototype for easy visualization.
- Stick up notes: After each interview, place notes in the appropriate grid section and engage in brief discussions without jumping to conclusions.
- Take notes: Use sticky notes during interviews to capture key observations, marking them as positive or negative.
At the end of the day, we looked for patterns, writing down our key observations and comparing them with our long-term goals in light of the feedback received.
Orchestrating this first-time sprint was a rewarding experience, showcasing our ability to innovate within the retail space and build consensus across diverse roles.
By the end of these five dynamic days, we had a solid prototype narrative ready for testing and validation with real customers, paving the way for tangible solutions we could implement across stores.
Proposed Build
Ultimately, our team decided to focus on the option that resonated best with users—a version that achieved a 50% target rate, scoring an impressive 4.5 based on user feedback testing and satisfaction score.
This version successfully highlighted the ease of understanding the product’s value and the benefits of having an associate guide customers through their journey.
