Client
The Home Depot
Project
Reimagine the homedepot.com Customer Service Help Center (Responsive Web - Desktop and Mobile)
Business Requirement
Through a design discovery process consisting of several months, while utilizing the existing Home Depot Stencil Design System, I was tasked as the lead creative with re-envisioning the current state Customer Service Help Center and subsequently test our hypotheses and designs with current customers using usertesting.com and direct interview sessions.
Services Provided
UX Analysis / Lead Creative UX / Product Design / AI Feature Concepts & Integration
Stakeholders
Product Owner, Product Manager, UX Researchers, UX Director, Developers, System Architect
Challenges & Solutions
The initial business aim was to create an experience of a similar caliber in terms of best practices to other large brand online help centers like Walmart, Target and Best Buy with the challenge of some Home Depot design system and development support limitations, including lack of components in the design system that are more typical of these larger brand help centers.
I worked with the higher Design Ops leadership team to create unique variants using current components as foundational to support our vision. Additionally I worked with Home Depot system architect partners to discuss and consider any technical limitations to build the vision. To our delight and surprise, another team at Home Depot was working on a similar challenge, so we shared insights together on two different teams that would also help the great Home Depot design system and app ecosystem in the long run.
We were able to develop a prototype for the new Help Center experience for Home Depot customers that delighted them more than the competitors and overall, scored several perfect rating scores with users.
Another critical aspect of this project was to design a conceptual future-state exploration of AI integrated features within the context of Users' searching for what they need in the Help Center and to act as a sort of liaison. The content generated would be specific to their needs and not pre-made landing pages.
Customer Service Help Center - homedepot.com
Miro Board for Current State Heuristic Analysis and Competitor & Landscape Evaluation and AI Integration notes.
Customer Service Help Center - homedepot.com
User Journey Figma Prototypes (Responsive Desktop & Mobile Web)
