Forrester’s best omni-channel shopping experience, built for scale
- ClientHome Depot
- IndustryConsumer Product
- ServicesCustomer Experience · Technology · Marketing
- CapabilitiesCustomer Experience · Product & Experience Strategy · Channel strategy · Customer Journey Mapping · Audience segmentation
A mobile-first omni-channel experience designed for customer convenience
The Home Depot’s reign as most trusted home retailer in the U.S. was starting to get challenged by the competition.
With their digital experience lagging behind their brand, our challenge was to help The Home Depot deliver a mobile-first, omni-channel experience and pickup / delivery service that puts control and convenience in customers' hands. As you read on, you’ll see how we approached the work and the outcomes it enabled—without getting ahead of the details.
Key Takeaways
Enhanced the online shopping experience by improving product discovery and simplifying the path to purchase
Created a more seamless omni-channel journey by aligning digital and in-store experiences
Strengthened customer engagement by delivering a more consistent, customer-centered experience across touchpoints
Helped reinforce The Home Depot’s position as a leading omni-channel retailer, aligned with Forrester’s recognition
Impact
We helped The Home Depot deliver a more cohesive omni-channel shopping experience by aligning digital and in-store touchpoints around consistent journeys and interactions. The work improved convenience and clarity for customers as they moved between channels, reducing friction and reinforcing trust in the brand experience. Overall, it strengthened end-to-end consistency so shoppers could browse, buy, and get support in ways that felt seamless and connected.
Agile design that scales
Imagine browsing a catalog of over a million items on the go. We needed to design for agility and scale. Using a card-based design system, we created a vast library of components that delivered a consistent experience on mobile and on the web.
Details make the experience
The new voice or image search feature allows users to browse products, check in-store availability, and schedule pickup or delivery. Location services help in-store shoppers locate items by aisle and bin, and scan barcodes for product details.
Predict customer needs
Home Depot’s mobile experience is equipped with world-class usability thanks to its superior search and more. The retailer’s search provides product and category-specific recommendations, including predictive suggestions. This makes it significantly easier for consumers to find what they're looking for, and discover new products for unplanned purchases.
What We Did
Recognized by Forrester for delivering the best omni-channel shopping experience
Improved customer journey consistency across digital and in-store touchpoints
Streamlined shopping and fulfillment flows to reduce friction from browse to purchase
Strengthened the end-to-end experience to better support customers across channels
Crafting Forrester’s best omni-channel shopping experience
Together with The Home Depot, we helped shape an omni-channel shopping experience recognized by Forrester as best-in-class. The work focused on connecting digital and in-store journeys so customers can move between channels with less friction. The result is an experience designed to feel consistent, clear, and dependable wherever shopping starts.
Read More
YETI
Transforming YETI’s e-commerce into a buying hub
Microsoft
Transforming the ecosystem of a legacy brand
Thrive Market
Elevating Thrive Market Into a Billion-Dollar Brand
Let’s get to work. Start a conversation.
newbiz@codeandtheory.comCode and Theory is a proud member of Stagwell Group. Stagwell is the challenger network built to transform marketing. We deliver scaled creative performance for the world’s most ambitious brands, connecting culture-moving creativity with leading-edge technology to harmonize the art and science of marketing. Led by entrepreneurs, our 13,000+ specialists in 34+ countries are unified under a single purpose: to drive effectiveness and improve business results for their clients. Join us at www.stagwellglobal.com
Decode
Keep up with the culture, one newsletter at a time. Subscribe to DECODE:
Find Us
One World Trade Center,
69th Floor
New York, NY 10007