Enterprise Tool
Boost efficiency for The Home Depot store associates to fulfill curbside orders
OVERVIEW
A Curbside Release App that Optimize Workflows for THD Store Associates to Fulfill Orders Timely.
At A Glance
Collaborating with The Home Depot Design Team, I addressed store associates’ painpoints like lack of real-time notifications and inconsistent order location. I redesigned the notification flow to improve order status visibility and order information consistency. My design resulted in the reduction of bulky order fulfillment time by 31%.
My Role
UI/UX, UX Research
Timeline
08/2022-12/2022
Redesigned in 02/2024
Team
Claire Huang, Jenna Cao, Sydney Young, Melinda You
Industry Sponsor
Chandler Peterman, Stephanie C.
The Impact
82.75
Achieve System Usability Score of 82.75 during evaluation
31%
Bulky Order Fulfillment Time is decreased by 31%
Success rate of completing core curbside workflows
100%
Store associates face multiple challenges with curbside order preparation due to fragmented tools and information gaps. This leads to confusion in order location and a critical lack of real-time awareness about customer waiting time and thus lower customer satisfaction.
Problem
Fragmented Tools and Poor Visibility Prevent Timely Curbside Order Delivery
Now imagine this is your day-to-day life
Thus, THD store associate faces the following painpoints...
Cannot always remain aware of curbside notifications from complex environment
The staging process is not standardized, so cannot find orders quickly
Struggles about bulky orders, cannot retrieve them efficiently
Must use multiple devices/applications to complete job tasks
How might we support THD associates to streamline their curbside tasks efficiently?
Problem Statement
SOLUTION
01 New Feature: Order Page
Users face the painpoint of having to use multiple devices to complete their jobs due to scattered information, thus we bring all info to one place.
Order Page
Customer
Info
Name
Order
Number
Phone
Number
Delivery
Method
Order
Details
Order
Image
Order
Description
Staging
Location
Order
Notes
Note Text
Request
Help
Acknowledge
Ready
Customer
Location
Car Details
License
Parking
Location
Complete
Order
Release
Unclaim
02 All in One Place
Access all related curbside information in one place like order details, order location, order notes, request help, and customers' parking location to save time and Improve efficiency.
03 Multi-sensory Notifications
Push notifications, count down and red dots to reflect changes in curbside order status
04 Request Help from Others
Allow curbside associates to request helps from order fulfillment associates when dealing with bulky orders.
05 Request Help Workflow
Associates can access this feature from notification popups and order details pages to deal with bulky orders.
06 Update Order Staging Location
Provide a clear and systematic documentation of order staging location such that associates can
find and retrieve orders more accurately and efficiently.
RESULT
Design Evaluation
3 Main Findings to Facilitate Design Iteration From Usability Testings
After designing the first MVP, we quickly iterate our design by testing with THD associates and design experts. Post-project, I further refined the design on my own in Feb 2024 to hone UI to another level of fidelity and improved its usability and accessibility.
Key Finding #1
Users cannot keep track of the remaining time to complete the order
Key Finding #2
Users would want to know what specific items were, not just dimensions.
Key Finding #3
Users suggest have a photo or item name on the request help feature.
Before
After
01
Darken the orange color to ensure accessibility
02
Add item images and status to the order card, allow count down feature
Before
Exploration
After
Add item images
Better visual simplicity and authentic count down feature
Add count down to release order
Before
After
01
Bulk information together as a info card
02
Change visual hierarchy and surface level by importance
Before
Exploration
After
Add item images and names
Change button size to accommodate one-hand use
Enlarge images and improve visual hierarchy
Results
Solve Problems Effectively with 31% Reduction in Order Fulfillment Time and Above Industry Usability Score
The redesigned Curbside App delivered significant, measurable improvements to associate workflows. During 4 trials of user testing, the project achieved a 31% reduction in bulky order fulfillment time and the system recorded an impressive 82.75 SUS Score. Qualitatively, the new unified interface successfully solved core pain points, achieving 75% to 100% task success rate among participants in core curbside workflows.
82.75
Achieve above-industry-average System Usability Score
31%
Bulky Order Fulfillment Time is decreased by 31%
Success rate of completing core curbside workflows
100%
Avg. Order Fulfillment time
789s
543s
Before Design
After Design
Bulky Order Fulfillment Time is decreased by
31%
