MyLowe’s — DIY Projects & Virtual Toolbox

The Setup

MyLowe’s needed to be more than a shopping utility. The DIY Projects experience was designed to drive customer engagement and brand loyalty for Lowe’s Home Improvement. It needed to build community, create added value after the purchase, and let customers use their own data in ways that benefit them: more personalized product and project recommendations, and Lowe’s as a holistic part of the customer lifecycle.

What I Led

My team and I immersed ourselves in the Lowe’s culture, spending six months at their Mooresville, NC headquarters. I led a team of user researchers and designers to work out what to create, why it was needed and how to build it. We worked alongside associates, merchants and customers, and the research kept pointing to one gap: most project questions show up after the purchase, and the tools people already owned were invisible to Lowe’s.

What We Delivered

Out of that research and design phase came Lowe’s DIY Projects and the Virtual Toolbox. The experience ties a customer’s projects, products and progress together after the sale, not just at the register.

• Step-by-step projects with tools, materials, time and cost built in, on web, iOS and Android
• “I own it” interactions that remove what customers don’t need to buy
• A Virtual Toolbox that customers fill from receipts, barcode scans or photos
• Recommendations based on what each customer owns and has built
• Progress that follows the customer from web to phone to the store aisle
• A community of finished projects that inspires the next customer