The Home Depot

Call Center Job Management

Salesforce Web App

Call Center Associates

Redesign of legacy job management system into Salesforce for a billion dollar business in the Home Services department.

Product Team Structure: 3 Product Designers, 3 Product Managers, 15+ Engineers

Feature: Task Management

Problem Statement: The outdated job management systems of both Home Depot Exteriors and Home Depot Interiors required excessive manual entry of customer data. Users needed the system to manage a job from start to finish eg. order materials, schedule installations, and take payments. With all the manual processes, there was a lot of room for error which would cause delays for the customer and increased cycle time.

Feature: Task Management

Problem Statement: The outdated job management systems of both Home Depot Exteriors and Home Depot Interiors required excessive manual entry of customer data. Users needed the system to manage a job from start to finish eg. order materials, schedule installations, and take payments. With all the manual processes, there was a lot of room for error which would cause delays for the customer and increased cycle time.

Feature: Task Management

Problem Statement: The outdated job management systems of both Home Depot Exteriors and Home Depot Interiors required excessive manual entry of customer data. Users needed the system to manage a job from start to finish eg. order materials, schedule installations, and take payments. With all the manual processes, there was a lot of room for error which would cause delays for the customer and increased cycle time.

Project Duration: February '18 - April '19

Call Center Job Management

Salesforce Web App

Call Center Associates

Requirements Gathering

We kicked off this project by gaining alignment with business stakeholders and preparing for user research to determine MVP based on user needs and business impact.

User Validation

In order to determine pain-points and understand full functionality of existing legacy software, I conducted surveys and interviews with users. We then synthesized the data as a team.

Ideation

We then generated a large journey map and identified key features to include in our scope. A feature I moved forward with was task management. I created mock-ups of the screens and features and conducted heuristic evaluations in the form of design critiques. Because our tool used Salesforce as the platform, we were constrained to leveraging existing components. The layouts and design system was sufficient for me to create a running task list with time stamps for our users to track their progress on active jobs.

User Testing

We tested prototypes to check for usability and to uncover other user needs/pain-points. Then I used feedback from testing to iterate and then once again test the modified prototypes.