Lowe’s Experience + Future State Model
15731
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Lowe’s Experience + Future State Model

Category
Digital, eCommerce, Product, Strategy, UX, Web
About This Project

The Setup

Lowe’s had the products, the stores and the expertise, but the experience was built around the transaction, not the home. Customers came in for a SKU and left with a receipt, and the next visit started from zero. We set out to redefine how Lowe’s shows up in people’s lives: a connected retail model that understands each customer’s home and goals, and meets them consistently on desktop, mobile, smart devices and in-store kiosks. The aim was to move Lowe’s from a place you shop to a partner in caring for your home.

What I Led

I led product strategy and experience design for the future-state model, from the engagement framework through the end-to-end customer journey. I built the behavioral segmentation behind the four core customers (Thrifty Creative, Practical & Hands-on, Confident Standout, and Help Me Designer) and used it to shape what each one sees, when, and where. Working across data, analytics, content and technology teams, I defined how home data flows into an engagement engine, how that engine pulls from a shared content matrix, and how it shows up as services across every touchpoint. I directed the visual and interaction design across web, app and in-store, and made sure the experience felt premium, personal and unmistakably Lowe’s.

What We Delivered

  • Product strategy and the connected-home engagement model
  • Behavioral UX and segment-based personalization
  • Journey mapping across digital and in-store moments
  • Visual design system for web, app and kiosk
  • Content strategy and a modular content matrix
  • Architectural strategy for the digital backbone
  • Data modeling for the Home Profile and My Stuff
  • Insights and analytics framework
  • Engagement automation across email, push and kiosk

Outcomes

The results: 80% Home Profile completion, 8x higher engagement, and a 96 NPS.

Customer Feedback

“The site has everything you need to get a project done. Can’t get any better than that.”

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