Lowe's CRM Journeymapping & Vision
Lowe's needed to know how best to roll out their CRM software to improve the relationship with their most important customers across 4 different user groups. We conducted employee interviews, ride-alongs and workshops with stakeholders to map out the journey, identify use cases, and show Lowe's the future of their business tools.
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Role: Research, user experience design, prototyping, visual design
Agency: Huge
Click the PDF below to view a quick case study of our process working with Lowe's to identify use cases and map out the journey.
Vision creative.
The vision creative was designed around the opportunities, insights and unmet needs found while mapping the journey around each usecase. The creative below was designed specifically around a Pro Contractor use case and how Lowe's Pro Services team interacts with pro customers.
The vision videos help Lowe's see how their CRM could come to life and help create a better relationship between each member of the Pro Services team and their distinct customers - from account managers to customer service associates.
National Account Manager
Traveling Sales Associate
In-store Associate
Customer Service Associate
Vision creative for the Do-It-For-Me user journey.
A second set of vision creative was designed to showcase how the DIFM user journey could be improved through CRM - enabling a whole new digital ecosystem that lets Lowe's collect insights on the user while helping them through the lifecycle of owning a home.
