case study 02

supporting b2b complexity in retail

The Home Depot's customer database is flooded with duplicate records for a single customer. This creates confusion for order fulfillment and prevents The Home Depot from having accurate metrics on customers.

Our team aimed to create an experience that both meets the purchasing needs of customers and minimizes duplication and misuse in the customer database.

approach

Through in-person interviews and observations with associates and customers, we were able to better understand the problem space.

Customer Interviews

Associate Interviews

findings

The current customer record structure does not adequately support complex b2b customers. In many cases, associates use multiple records to support the purchasing needs of these companies.

the solution

By creating a more robust record structure in the customer database, our team enabled both customers and associates to add multiple purchasers under a single account.

These attributes can now be used to stamp contact information on an order without forcing an associate to create a new record.

Launch Prototype 1

Launch Prototype 2

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