Schedule In-Home Flooring Measure - UX Redesign

The home depot | Mobile & WEB UX/UI Design

MY ROLE: Improved the scheduling user experience for Home Depot customers planning flooring installations by simplifying a complex booking flow across mobile and web.

TOOLS USED: SKETCH, ZEPLIN, CONFLUENCE, PIVOTAL TRACKER, JIRA, USERTESTING.COM

PROJECT IMPACT

• +22% increase in completed measure bookings

• 99.8% positive user testing feedback validating the new experience

• Simplified a complex multi-step service booking experience

• Designed end-to-end UX across research, wireframes, UI, testing, and delivery

OVERVIEW

Schedule In-Home Measure is a service provided by the Home Depot to customers who are interested in getting a quote for materials and installation for their flooring project. The flooring professional comes out to customers' homes, creates floor measurements and then provides quotes for different floor types the customer is interested in installing. Once a customer has their floor measurements complete, they can clearly understand how much of a certain product they need to purchase and what it will cost.

THE PROBLEM

Customers wanting flooring installation needed to schedule an in-home measurement appointment, but the booking experience created friction.

Key issues:

• Confusing long form

• Lack of clarity around scheduling options

• High drop-off during appointment booking

• Poor mobile usability

This created a conversion bottleneck in a high-value purchase journey.

PRODUCT OPPORTUNITY

Improving the scheduling experience could:

• Increase appointment bookings

• Reduce customer frustration

• Drive more flooring installation sales

• Improve trust in Home Depot’s services

The design goal was to create a clear, guided scheduling experience that removes friction and increases completion rates.

RESEARCH & INSIGHTS

KEY USER INSIGHTS

Research uncovered several patterns:

1. Customers were unsure what happens during a flooring measure

2. The booking flow felt long and overwhelming

3. Mobile users struggled with form interactions

4. Customers wanted reassurance before committing to an appointment

Flowchart Diagram

I’ve worked closely with the Product Manager and Engineers to design a flowchart diagram that clearly showed a step-by-step process of the user experience. The flowchart helped everyone to see a snapshot all of the steps customers must go through to schedule an in-home flooring measure.

DESIGN STRATEGY

To address these challenges, the design focused on:

1. Simplifying the flow
Break the long form into smaller steps.

2. Providing clear guidance
Explain what happens during the appointment.

3. Reducing cognitive load
Show only the information needed at each step.

4. Optimizing for mobile first
Ensure scheduling works smoothly on small screens.

THE SOLUTION

IMPROVED STEP-BY-STEP BOOKING FLOW

At this stage of the project, using design style guide, user interface components and interactions, I’ve designed a high fidelity mockups for the new and improved version of the Schedule In-Home Measure tool. During this stage I have also worked closely with a Copywriter, who has helped create meaningful and descriptive content throughout the tool.

VALIDATION

USABILITY TESTING

Testing confirmed:

• The new flow was easier to complete

• Participants understood the scheduling process

• The booking experience felt faster and clearer

99.8% of users successfully completed the flow in testing.

RESULTS

After launching the redesigned experience:

📈 22% increase in completed measure bookings

Additional outcomes:

• Reduced user confusion

• Improved mobile usability

• Strong positive user feedback