[Case 01]
The First Choice For Home Improvement
Lowe's
Lowe's Projects
Designing seamless digital solutions that empower customers to confidently tackle any home improvement challenge.
[Project Overview]
• Offer Pro Protection Plans to better serve our Pros with more options for their business, offering both plan types - Property Management and Commercial Use.
Other Projects:
• App Tracking Widgets
• Staggered Delivery V2.0
[Problem Statement]
As a Pro customer, I am unable to purchase any protection plans when logged in online or in the app. If I am not logged in, I can see that plans are available for purchase. It is important that after purchasing a plan, that I can easily be informed and take action as needed for transfers and claims.
[Industry]
Lowe's
[My Role]
Associate Product Designer
[Platforms]
iOS & Android
[Timeline]
April 2023-October 2023
[Persona]
Matthew Fowler
Landscape Operations Manager
"Went to add on protection plan to an appliance but there was no way to add it."
Age: 41
Location: Huntersville
Tech Proficiency: Moderate
Gender: Male
[Goal]
As a Pro, I would like to save time by purchasing appliances online.
Clearly know what Protection Plans are available to me and what is covered.
I want the plan registration, transfer, and claims to be simple to do and track.
[Frustrations]
"I am buying an appliance. Why can't I purchase the extended warranty?"
"No way to purchase extended warranty for the appliance I was buying so I will buy it elsewhere."
"Could not buy warranty for appliances when logged into MVP account."
[Process]
[Outcome]
More than 27K orders with a protection plan attachment (APP only) since release.
Generating >$2.3M in new found revenue which previously was not possible.
7.95% of Pros purchased a protection plan along with their appliance.
[Reflections]
[Other Lowe's Projects I've Worked On]
Staggered Delivery Version 2.0
Rework the Staggered Delivery UX (aka 2.0 UX), to improve Pro engagement and utilization.
