Transforming The Home Depot’s Digital Experience for Pro Customers
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Empowering Professional Customers Through a Streamlined Digital Platform
The Home Depot sought to elevate its digital experience for professional (“Pro”) customers, who account for a significant portion of the company’s annual revenue. The challenge was to modernize and personalize the B2B journey across desktop and mobile platforms, enabling Pros to save time, manage accounts, and access savings more efficiently. As Senior UX Designer, I led the design for several high-impact initiatives including Pro Account Management, Checkout and Savings, Personalized Home, and Saved Lists. The goal was to simplify complex workflows, integrate loyalty and savings programs, and deliver a cohesive experience across both web and app environments.
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A Unified, Personalized, and Revenue-Driven Pro Experience
I designed and delivered a responsive B2B Pro ecosystem for The Home Depot that improved task efficiency, increased repeat purchases, and strengthened loyalty among professional customers. Focusing on account management, checkout, and savings experiences, I streamlined key workflows for contractors and business owners who rely on the platform for daily operations. By leveraging personalization and data-informed design, I created a “Personalized Home” dashboard that surfaced relevant promotions, saved lists, and order histories, reducing friction and improving re-engagement throughout the purchase journey. The unified B2B Pro experience enhanced usability across desktop and app, simplified business registration and team management, and increased transaction efficiency through optimized checkout and savings flows. These improvements not only improved customer satisfaction and repeat engagement but also delivered measurable gains in conversion and operational performance.
