Lowe’s Home Furnishing Improvements
Reshaping the home decor categories across Lowes.com
Role: Product Designer
Duration: September 2024 - Present
Introduction
The Problem
Lowe’s customers do not consider Lowe’s to be a home decor destination compared to other retailers. Home furnishing products such as rugs, mirrors, furniture, and mattresses have low engagement across our website and app.
I partnered with business leaders and merchant partners to dive deep into this category and provide improvements, making our experience more user friendly, inspirational, and easy to use.
Discovery
User Research
My UX research partner ran surveys and user interviews to understand customer frustration and needs in the home decor category.
Discovery
Competitive Insights
My UX research partner ran surveys and user interviews to understand customer frustration and needs in the home decor category.
Inspiration
Competitors use product photography to inspire customers throughout their shopping journey.
Personalization
Higher price point retailers offer a catered shopping experience including virtual design consultations and online visualization tools.
Education
Competitors use infographics and illustrations to communicate important product details at a glance.
Social Influencing
Competitors use social influencing hashtags and content to instill confidence with online shoppers.
Discovery
UX Discovery Workshop
After conducting discover research, we collaborated with business partners and merchants in a two day UX design workshop to brainstorm solutions to the problems that we uncovered.
Features Shipped 💫
Rug Tooltips
Our rug PVS offerings can be overwhelming to customers. I created a visual aid to help visualize rugs in context of a room. I partnered with our app designers to set the standard for how our web tooltips could translate to our app platform.
Features Shipped 💫
Mattress Infographic
Customers often struggle to gauge the firmness and thickness of mattresses from text descriptions alone, which can lead to confusion, dissatisfaction, and increased return rates due to unmet expectations.
I designed a simple infographic that educates mattress shoppers at a glance.
Northstar Features
Inspirational Shopping
We know from our research that the majority of decor shoppers use inspiration throughout their journey. Designing recommendation modules that rely on inspiring imagery rather than mostly text provides recommendations based on a curated aesthetic, allowing customers to find items that match their redecorating vision.
Northstar Features
Assembly Details
Making assembly details such as number of boxes, tool inclusion, and people needed will help customers make an informed purchase.
Northstar Features
Social Influencing
Customer photos increase confidence while shopping home decor products online. Currently they are hidden in an accordion towards the bottom of the PDP. Bringing the photos directly onto the page provides inspiration and confidence to decor shoppers.
Next Steps
This project is currently ongoing and the team is working on building smaller scale solutions including assembly information. In the future we hope to reshape the way home decor items are displayed on Lowe’s website and app through innovative and exciting design solutions.