Our problem space is about improving the curbside pick up experience for The Home Depot customers. Our hypothesis is that although curbside pick up as a service can be accessed by almost anyone with smartphones and computers, people of different demographic backgrounds and age ranges may experience the service differently and encounter different struggles. We wanted to further narrow down our user group and find a specific type of user to serve by collecting data from The Home Depot and deciding who our users are based on insights from our data.
To do this, we sat down with our partners, UX Designers at The Home Depot, and asked clarifying questions around what specific problem areas we should be focusing on and who we are improving this experience for.
Interestingly, perhaps due to curbside pick up being a relatively new service offered, the HD research team does not track the information we inquired about above - though they did mention that they would like for us to focus on the mobile experience. This led us to design survey and interview questions, as well as arranging store visits to further understand who we are solving the problem for and what their main characteristics and needs are.
Overall, our data comes from: surveys, interviews, contextual inquiry, store visits, and online forum reviews. We were able to gather some exciting insights as is discussed in the findings section, and based on these insights, we decided to focus on Home Depot customers who are DIYers - as in they shop at Home Depot for their own projects. We will discuss more of their specific needs and characteristics in the findings section.