Tap

I led the design and launch of a user-friendly point-of-sale app, crafted to enhance conversions effortlessly on any device. This tool significantly streamlines the qualification and financing process for home improvement sales teams.

Challenge

Legacy systems. The previous sales tool was great in its time and elevated the company to its initial success. However, it lacked a holistic experience and was considered high friction compared to current standards. It lacked a responsive interface that made it difficult to access on mobile devices which is what the majority of its users used. It lacked in transparency and therefore did not engender trust - the most important element during a sales conversation.

Process

Step: Architecture approval. We decided to build an entirely new app from the ground up using more modern tools and frameworks. I advocated for the adoption of web-based technology, recognizing its potential to significantly empower our customers through access and self-service capabilities.

Step: Learn from the experts. Home improvement was a new market for the company, so we sought the help of domain experts and contractors to understand the challenges. Their insights into the business allowed us to identify and understand the problems.

Step: Cross-functional collaboration. I sketched out potential solutions and engaged folks from engineering and product teams to help flesh out concepts.

Step: Rapid prototyping. As the designs came together, I created a simple, clickable, prototype that was useful for getting stakeholder sign-offs as well as for gathering feedback from real-world contractors.

Step: Code the design. With the use of a UI framework, I was able to accelerate UI development and help apply the final visual design in code.

Success

Better UX. In contrast to the previous sales tool, the new point-of-sale app had less steps, allowed for convenient data entry, was more secure, and a delight to use.

Velocity. In comparison, the previous tool took days to go from 'lead to loan signing' and averaged 3.5 hours to go from 'approval to signing'. Our point-of-sale app did it all in 2.5 minutes.

Customer-centric. The customer-facing experience challenged the design to achieve a higher level of simplicity and trust, setting the organization up for direct-to-consumer sales channels in the future.

Transparent. The calculator centered around a target monthly payment which allowed sales reps to easily illustrate how financing works as well as provide real-time estimates with itemized costs.

Flexible. The general non-linearity built into the app allows sales reps to choose where to start based on which stage their conversation with the customer happens to be.

EXAMPLE

Customer-first

I designed a hybrid app, combining the best features of native and web applications, to enhance sales efficiency. Sales representatives can swiftly access the app from their mobile home screens, enabling on-the-spot customer financing. For customers not ready to commit immediately, reps can seamlessly transfer the session to the customer's device. This continuity allows customers to resume exactly where they left off, all without the need to download a native app.

Audience

Home improvement partners/installers who provide a financing option to their customers. Customers looking to finance their home improvement project with a loan.

Role

I led the design and managed a small team. I sometimes dipped into the code to help with the finer details.

Link

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