The first self-service, transactional in-store appliance experience for any big box retailer.
The launch of The Home Depot Appliance Experience marks the first self-service, transactional in-store appliance experience for any big box retailer. Before the launch of this technology, customers could not buy an appliance without the assistance of an associate. By implementing this in-store experience, we were able to help The Home Depot bridge the gap from online to in-store sales and increase customer retention by ensuring the experience was comfortable, easy and simple to navigate. As smart phones, tablets and other devices become the spokes of the digital eco-system having a central hub will become increasingly important – tying together the customer and the associate. Owning the customer through the entire path to purchase and making that journey as frictionless as possible will lead to conversion and increased brand loyalty. The Appliance Finder experience is the hub of the digital channel for the stores. Turning a user journey into a user reality.
- Live Project Link: The below is still live and exists in physical Home Depot stores around the US as a kiosk.
- Why is this project worthy of a UX Award:
Our work has gone in front of customers, associates, executives and the feedback has been overwhelmingly positive; as noted by the response from a Director, Merchandising Strategy, “We are setting the standards for customer focused digital in-store experiences.” To date we captured over 10% lift in sales for stores in the Appliance Finder program. Because of these amazing results, there has been rapid adoption by The Home Depot Associates and we expect Appliance Finders to roll out in every metropolitan market in North America. Even more importantly this represents a mind shift for our client as they see us as a partner in thought leadership in the field of transactional interconnected retail. We're looking forward to more great work with The Home Depot.
- Submitted By: SapientNitro
- Client Name: The Home Depot