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Customer-Facing Monitor
Customer Facing Monitor is a new concept that is being piloted at the appliance desk in several stores in the Charlotte region. It allows the customer to engage with the process of purchasing their appliance through a touchscreen kiosk.
Top Opportunities
Targeted Advertisments
Loyalty and Credit Card Signups
Potential Impact: $79 million/year
Competitor Research
Our team visited 7 major retailers to understand their approach to displaying interactive offerings to customers in the store.
User Interviews
We spoke with 44 associates across 6 different stores to gain insight into their initial impressions of a customer facing monitor.
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Range of initial reactions to a customer facing monitor. Some are onboard while others are skeptical.
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Most associates are able to overcome current challenges with showing customers key info on a single monitor.
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Ultimate experience includes seamless screen mirroring, controlling what's displayed, privacy measure and versatile setup options.
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Associates view the customer-facing monitor as a nice-to-have, not a neccessity
Customer-Facing Designs
Below are some of the key screens that are shown to the customer during their purchasing journey. Many of these screens are from from other experiences at Lowe's, and we modified them slightly to fit our needs.
Homepage
Cart with items
MyLowe's PRO Rewards signup page
Product Detail Page (with mini-cart)
Product Listing Page
Future Subscription Concept
-The team has been slow to release new features due to lack of development capacity and numerous code bugs we have found in production. This has slowed our progress in pushing the experience to be nationwide.
-While the associate is the one driving the experience, we want to allow the customer the ability to make selections on their end. Finding the right balance has been tricky.
-It has been difficult to test the new screens with figma prototypes because the associate and customer experience are so interconnected.
Current Challenges
Prototype Walkthrough
Looking Ahead
Over the next few quarters we will continue to refine the customer experience and introduce new functionality to the application.
Our goal is to incentivize customers to interact with the touchscreen displays at the appliance desk while generating revenue through item add on services.
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