My Account
TL;DR
The Home Depot's “My Account” section was underutilized due to visibility and navigation issues. I aligned stakeholder goals, user stories, and conducted a competitive analysis to enhance feature visibility and content value. As Lead Designer for this feature, I worked with a Content Strategist and Architect to improve content accessibility and integrate new features, overcoming mobile and API constraints to boost business potential.
This project showcases my early UX work during a time of digital transformation for a brand.
Context
What it is And Who it's For
Refresh of the My Account section of Homedepot.com for the core Home Depot retail customer that shops in store and online.
My Role
Lead Designer for My Account tablet working closely with a Content Strategist and Architect.
Goals
- Provide insight and solutions for content accessibility.
- Add requested features from business.
Challenges
- Limited to mobile functionality and API.
- Missed opportunity to drive business from orders, lists, resources, etc
Competitive Analysis
After consulting stakeholders and aligning with business goals, I conducted a competitive analysis of how other brands addressed user account challenges. This involved studying direct competitors, financial services, and small service-based startups.
Final Design
My Account
Content is organized into cards, with large touch targets to add new information. Laying out the information in a familiar way helps the user read the information quickly and easily.
My Orders
Over 60% of My Account traffic was for order status tracking. To enhance usability, all orders are now listed in the left rail with filters and sorting options. Users can also access manuals and warranties post-purchase, encouraging continued engagement and building brand trust.
My Lists
Lists offered a business opportunity to learn about customers and their projects but posed challenges in managing large lists without overwhelming users. By collaborating with a Content Strategist and using past research, I ensured key data was readily available while allowing users to access more details if needed.
Resources
The Home Depot offers useful tools like reminders, price calculators, and project guides, previously hidden in link farms and complex navigation layers. I streamlined these features into 5 main categories, simplifying navigation for users.
