Enterprise UX at The Home Depot

An overview of some of my UX work while on the Home Interiors Services product team from 2018-2019. 

Solutions

The Challenge

Build a replacement solution (ERP) for retiring legacy enterprise systems used by home services operations professionals to complete kitchen, closet, garage and bath home services jobs.

The Hypothesis

By offering a platform that streamlines operations, ERP users will be able to successfully manage jobs end-to-end.

We will know this to be successful when users are able to efficiently and accurately manage a job using ERP.

The Requirements

Sustain multiple lines of business, each with unique product lines in the home services industry.

Built on Salesforce Lightning.

Integrate with cross team common services to support ordering and varying data models.

Optimized for reporting for operations and operations leadership, merchants, sales and accounting.

Timeline & Context

MVP was estimated to roll out to field users in 3 phases: the first phase introducing the Salesforce platform in place of one of several legacy systems introducing new functionality and integrations piloted in selected branch locations.

I joined the Home Depot Interiors (HDI) team shortly after all HDI users had been introduced to the first phase of the product.

The Process

When I first joined the team, I began to learn what the goals and assumptions were for the product and the user research and design thinking behind decisions made during phase 1 of ERP. While there was already a scope in place, to get a full understanding of the project that had been kicked off, I began discovery and framing based on a iterative UX and research process:

Stakeholder interviews to understand business goals and vision.
Observational studies (ride-alongs) and contextual inquiries with field users.
Alignment activities to evaluate and prioritize business goals and technology requirements
Design critiques with peers from product teams designing solutions using Salesforce Lightning
Design studios with balanced teams and field users to solve for home service specific features, information architecture and implementation of complex data models for ordering material and services.
Pairing with developers to prototype feasible solutions using Salesforce Lightning components for usability testing and validation.

The Solutions

    * please use the same password provided to log in to solutions

Cabinet Makeover Ordering and Data Integration

Installer Flex Pay

Change Orders and Reorders (Coming soon!)

Bath Measure (Coming soon!)

Job Cancellations (Coming soon!)