The Home Depot
May 2014 – Present · 12 yrs 4 mos
Principal UX Designer
Pro Experience (works across every part of the business) · Jan 2021 – Present
Pro is Home Depot's business serving professional customers: contractors, remodelers, and builders.
- Work across every product and service Home Depot offers contractors. Find where the experience breaks, then either redesign it or help the owning team fix it.
- Test and prove out new programs and strategies before handing them to product teams to build.
- Helped shift the focus from a few large, high-spend accounts to a much larger group of mid-size contractors who expect to do business online.
- Design programs like contractor credit, pricing, order scheduling, and financing built into checkout.
- Rethink quoting, online project and material lists, material estimates pulled from digital blueprints, and where AI can take real work off contractors' plates.
- Treat the associate and store experience as part of the customer's experience. When a store process is hurting customers, flag it to store operations.
Lead UX Designer
QuoteCenter · May 2014 – Jan 2021
QuoteCenter is a business inside Home Depot (now part of Pro). Store associates use its app to quote and order building materials the store doesn't stock, and outside suppliers use its own site to manage their products, prices, and pricing rules.
- Helped grow sales of items the store doesn't stock from $75M in 2014 to $2.9B+ in annual sales.
- Designed the main shopping experience associates use every day, and watched it become a tool they actually like.
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- Designed delivery to job sites, add-on services, and accurate delivery dates for products with changing lead times.
- Designed a way to request a price from the right supplier when none is listed. It's complicated underneath and simple for the people using it.
- Led the redesign and launch of contractor price lists and a new pricing program.
- Added bulk-order discounts and connected quotes to the store's checkout system, so a quote could go straight to the register.
- Laid the groundwork for the next-generation QuoteCenter.
- Ran research that helped make the case for launching a credit line for contractors.
- Researched why associates were sending pickup orders to other stores. The causes were out-of-stock items, bulk orders the system wasn't built for, and gaps in training. Leadership still chose an approval step, so I designed it to slow associates down as little as possible.
- Mentor designers through critique and shadowing, and helped hire for product, UX, and management roles.