→ 35% Reduction in Admin Time
The Challenge
Lowe’s is one of the largest home improvement retailers in North America. Currently Lowe’s employs PSEs (Project Specialist Exteriors) to estimate and sell roofs, siding, gutters and windows. Currently PSEs spend proximally 25%-30% of their time dealing with administrative tasks. This is largely due to an inefficient work flow and redundant entries into multiple systems. In addition, restrictive systems meant to push productivity have hindered communication and flex-ability between PSEs and customers. These factors have lead to a program that struggles to stay profitable in a competitive market.
The Solutions
Develop a single platform that can incorporate and transfer information between legacy and outside systems as well as act as a selling tool to increase conversion. By creating this platform we hope to dramatically reduce administration time, improve estimate accuracy and communication between PSEs (Project Specialist Exteriors) and customers. This more efficient process should allow the PSEs to complete at least two additional estimates a week and make the program profitable and sustainable for years to come.
My Role
I was the sole UX resource working on this project. The focus of this first phase was to build out the roofing flow and utilize the same components to build out the remaining PSE (Project Specialist Exteriors) product lines. Through the research listed below I was able to identify pain points, business requirements, and third party software solutions. After the initial research was conducted the information was synthesized and moved into ideation and wireframes.
Research Methods & Results
Exploratory Interviews
Over the course of several weeks, multiple rounds of interviews were conducted with PSEs (Project Specialist Exteriors) and DMIS’ (District Manager Instillation Sales). This uncovered several previously unknown issues such as product pricing inconsistencies due to a faulty pricing tool, uncompetitive labor markup, and communication issues between PSEs, customers and installation Pros.
Stakeholder Interview
The Stakeholder interview reviled the need to reduce costs, eliminate the PSE’s (Project Specialist Exteriors) ability to manipulate margins and raise profitability by reducing administrative time and increase the volume of estimates produced each week.
Internal & External System Research
Over the course of a few months all internal systems involved with the current workflow were reviewed and evaluated for use in the new platform. Additionally we reviewed several outside vendors such as EagleView and Hover to uncover the best solutions to fit the needs of our PSEs.
Full PSE Research Study
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Synthesis Methods
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Insights
Through the research listed above I uncovered several key insights.
- PSEs average 2 hours a day of admin work.
- Some information entered multiple times in IMS, M2o and Genesis.
- Automated Pricing Tool can be inaccurate and difficult to use.
- Current system tools are cumbersome and time consuming.
- PSEs need a cohesive selling process.
- Communication between installers and PSEs should be standardized.
- Automated scheduling has led to rescheduling appointments with customers.
User Interface
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User Interface Key Features
- Customer lookup and project search.
- Enhanced customer communication and info updating
- Outlook calendar integration.
- Sales lead integration.
- Conditional sidebar information for verification.
- Progress tracker.
- EagleView integration.
- eCommerce integration.
- Editable supplies, labor and supporting products.
- Multiple quote capability.
- Accurate real-time pricing.
- Presentation and digital contract signature.
- Payment gateway integration.
Results
84 Million
a year in additional projected sales.
As a result of reducing redundancies and centralizing all the functions necessary to complete a roofing quote into a single linear program we project a 30-35% reduction in administration time. This should allow the time for every PSE (Project Specialist Exteriors) in the country to complete at least 2 additional quotes per week.
Additionally we will be able to provide our PSEs with accurate pricing and allow them the flexibility to easily reschedule appointments resulting in a better customer experience.