Findings

The first step in gathering information that ended up in findings is the analysis of the survey data. For this we exported our survey results and put them into a Google Sheet to get access for all team members at the same time. We created graphs in Sheets to visualize the data so it was easier for us to understand our problem space. After visualizing the data we decided on the most important findings that are included in the list below.

Aside from findings from the surveys, we also created an affinity map to organize and make sense of all the data we collected from interviews, browsing reviews from online forums such as Reddit and Yelp, and our store visits with Home Depot employees. We first created yellow stickies based on direct quotes from individuals we talked to and online user’s first hand experiences with curbside pick up. We then worked together to group these yellow stickies, and placed blue stickies on top of each group based on shared trends and problem areas. Finally, we grouped blue stickers that fall under the same problem category by creating green stickies. (shown below)

Our findings from both our survey and affinity map:

F1 - In general, people use curbside not that often

F2 - People use curbside pickup to avoid the stores

F3 - Must-haves for curbside pickup: estimated time for order to be ready, live updates on order status, additional navigation support

F4 - Additional features for curbside pickup: food and drink delivery, grocery shopping, postal services

F5 - Improvement of status updates and order hand-off needed

F6 - Certain demographics use neither app or website to check on order status

F7 - Curbside customers want the quality of their order to be ensured before hand-off

F8 - Curbside customers value the ease and convenience of the service

F9 - Curbside customers have to call the stores for their curbside pickup orders

F10 - Customers think parking sign for curbside pick up is hard to find

F11 - Customers cannot get into curbside parking lot because other customers have blocked it

F12 - Customers need notifications when The Home Depot cancels the order or parts of it

F13 - Customers want curbside options for different vehicle sizes

F14 - Customers want more status updates on their curbside pick up orders

F15 - Customers use curbside because they cannot pay with a digital card in store

F16 - Customers prefer curbside over in-store shopping because they expect it to take less time

F17 - The store should help customers with large, bulky orders

F18 - Customers don’t trust the Home Depot curbside experience

F19 - Curbside pickup at Home Depot is mostly used by DIYers

F20 - Curbside orders come in all shapes and sizes, but that does not mean that THD has a way, or communicates a way, to manage these larger orders.

F21 - Customers find it hard to understand the difference between curbside and delivery

F22 - Curbside Pickup frequently fails customers

F23 - Customers feel the curbside pickup process is not clearly communicated to them

F24 - Home Depot Curbside customers do not prefer phone calls to hear their order is ready.

Task Analysis

Based on our findings, we performed two key task analysis involved in the curbside pickup process.