Improving the Tool Repair Process for DIY retail store employees and their customers:

Digital Product Ideation, Design, Development, and Launch

The outcome: The retailer was able to roll out a new platform to their associates with minimal training. This platform allowed the associates to provide a better experience for their repair-seeking customers.

The background: A leading DIY product retail company offered customers the ability to bring in their personal small engine machines for maintenance and repair through the stores’ tool rental departments.

The problem: The existing process was fraught with challenges for the rental department staff including lack of adequate visibility into repair status. This left customers and the rental department employees highly frustrated and the business was not able to realize the service’s full potential benefit.

The solution: The product team interviewed customers and rental team employees. They rapidly identified that the software the rental teams needed to use was the largest issue preventing success: there were well over a dozen separate steps across multiple systems required in order to simply complete the intake process. The team redesigned both the process and the system to significantly streamline and simplify the process. We developed prototypes that we then usability tested with users and found strong support for the redesigned tool. We collaborated with the client’s IT team during the build phase and then conducted user acceptance testing to ensure that the finished product met user needs.

The outcomes: Initial feedback from technicians was overwhelmingly positive. In addition, users judged the new system is so user-friendly that the deployment team was able to significantly scale back the level of support forecasted for training and support. The rental team employees were highly engaged with the system, support calls dropped, and usage - and subsequent revenue - increased.

My involvement: Team supervision, research, process redesign, system design iteration/prototyping, usability testing, design reviews, user story creation and management, QA and User Acceptance testing, training material development and delivery.

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