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[Case 01]

The First Choice For Home Improvement

Lowe's

A image of Lowe's Pro Logo thumbnail
A image of Lowe's Pro Logo thumbnail
A image of Lowe's Pro Logo thumbnail

Staggered Delivery

We believe that offering the option of staggered/multiple deliveries for a single order will result in greater customer satisfaction for Lowe's customers.

[Projects Overview]

Allow customers the flexibility to choose which items in their order will ship, and at what time, to the same address.

• Provide VSP savings by allowing one large order to be placed with a variety of fulfillments.
• Customers have independent tracking information for each shipment within the order.
• Proactive communications informing the customer of shipment status within the order.

[Problem Statement]

Pros do not have the flexibility to choose when and how truck delivery items from their Lowe's order are fulfilled, needing to instead have their items consolidated into as few deliveries as possible, arriving at one time period chosen by the Pro.

[Industry]

Lowe's

[My Role]

Associate Product Designer

[Platforms]

iOS & Android

[Timeline]

February 2024-October 2024

View Live/Figma Project

View Live/Figma Project

[Process]

[01] Journey Mapping

We created a Journey Map to visualize the staggered delivery process, identifying key touch-points and pain points across the delivery phases.

Collaborating closely as a team of five, we gathered insights from cross-functional stakeholders to ensure accuracy and relevance.

Looked back at feedback from the first release to see where improvements can be made.

[01] Journey Mapping

We created a Journey Map to visualize the staggered delivery process, identifying key touch-points and pain points across the delivery phases.

Collaborating closely as a team of five, we gathered insights from cross-functional stakeholders to ensure accuracy and relevance.

Looked back at feedback from the first release to see where improvements can be made.

[01] Journey Mapping

We created a Journey Map to visualize the staggered delivery process, identifying key touch-points and pain points across the delivery phases.

Collaborating closely as a team of five, we gathered insights from cross-functional stakeholders to ensure accuracy and relevance.

Looked back at feedback from the first release to see where improvements can be made.

[02] User Flow

Conducted interviews with 3 frequent users to uncover frustrations and preferences.

Investigated behavioral patterns to detect and address inefficiencies in the user flow.

Benchmarked against competitors to identify best practices for checkout flows.

[02] User Flow

Conducted interviews with 3 frequent users to uncover frustrations and preferences.

Investigated behavioral patterns to detect and address inefficiencies in the user flow.

Benchmarked against competitors to identify best practices for checkout flows.

[02] User Flow

Conducted interviews with 3 frequent users to uncover frustrations and preferences.

Investigated behavioral patterns to detect and address inefficiencies in the user flow.

Benchmarked against competitors to identify best practices for checkout flows.

[03] My Role

Staggered Delivery APP Designs: PDP Design, Just for pros banner, Cart Pre-Split, Creating Delivery Group Flow, List of materials, Create delivery, Move between deliveries and Unassigned items.

Staggered Deliveries: Split quantities, how might we allow the user to split quantities of a single item across multiple deliveries.

Rapidly prototyped flows where, with a single button, the user can either move or create a new delivery with the items they've selected.

[03] My Role

Staggered Delivery APP Designs: PDP Design, Just for pros banner, Cart Pre-Split, Creating Delivery Group Flow, List of materials, Create delivery, Move between deliveries and Unassigned items.

Staggered Deliveries: Split quantities, how might we allow the user to split quantities of a single item across multiple deliveries.

Rapidly prototyped flows where, with a single button, the user can either move or create a new delivery with the items they've selected.

[03] My Role

Staggered Delivery APP Designs: PDP Design, Just for pros banner, Cart Pre-Split, Creating Delivery Group Flow, List of materials, Create delivery, Move between deliveries and Unassigned items.

Staggered Deliveries: Split quantities, how might we allow the user to split quantities of a single item across multiple deliveries.

Rapidly prototyped flows where, with a single button, the user can either move or create a new delivery with the items they've selected.

[Wins]

46% of total orders (160 out of 346) utilized staggered delivery, showcasing strong early adoption.
Each staggered delivery order had an average of 1.93 delivery groups, enabling greater scheduling flexibility.
Staggered delivery was initiated 657 times, highlighting frequent user engagement with the feature.

[Reflections]

Customizable Delivery Timing per Item

Customizable Delivery Timing per Item

Customizable Delivery Timing per Item

Customizable Delivery Timing per Item

Customizable Delivery Timing per Item

Customizable Delivery Timing per Item

Seamless Consolidation

Enable consolidated deliveries regardless of pick up, LTL, truck delivery, parcel by offering mode shifting.

Seamless Consolidation

Enable consolidated deliveries regardless of pick up, LTL, truck delivery, parcel by offering mode shifting.

Seamless Consolidation

Enable consolidated deliveries regardless of pick up, LTL, truck delivery, parcel by offering mode shifting.

Fulfillment Priorities for Pros

Within fulfillment, 36% of Pros prioritize speed, only 19% prioritize price. Pros have more consistent urgent needs  across categories than DIY. If offered at market rate, 78% of pros choose fulfillment within 1 day.

Fulfillment Priorities for Pros

Within fulfillment, 36% of Pros prioritize speed, only 19% prioritize price. Pros have more consistent urgent needs  across categories than DIY. If offered at market rate, 78% of pros choose fulfillment within 1 day.

Fulfillment Priorities for Pros

Within fulfillment, 36% of Pros prioritize speed, only 19% prioritize price. Pros have more consistent urgent needs  across categories than DIY. If offered at market rate, 78% of pros choose fulfillment within 1 day.

[Other Lowe's Projects I've Worked On]

App Tracking Widgets

Order Tracking and Quotes widgets for Lowe's mobile app.

[View Project]

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