Home Depot Omnichannel

As the home improvement retailer continues along its multi-year “One Home Depot” investment strategy to blend its physical and digital selling experiences.

Home Depot is also investing to blend its physical and digital platforms into a more seamless interconnected experience, such as its chain-wide rollout of digital appliance labels, which connect ratings from the digital world to the store in order to enhance the in-store shopping experience. 

HomeDepot.com continues to be an engine for growth for our overall business, driving increased traffic online and additional footsteps to their stores. Because of that fact, the company continues to invest in search functionality, category presentations, product content and enhance fulfillment options to remove friction from the online shopping experience.

The Challenge

As lead experience designer, I was faced with the challenge of working with an array of product teams (sometimes with competing interests) to design both the Buy Online Pickup in Store (BOPIS) and Buy Online Ship to Store (BOSS) omni-channel strategies.

The Solution

For this project I interviewed store leaders and executives across the nation and distilled all of that learning into journey maps that depict what happens when a customer begins with their items in their shopping cart and ends with that same customer checking out at a physical register in a Home Depot store.