We spent the first few days doing some quick and dirty guerilla research by going in-store to observe and interviews shoppers about their pain points, looked up what our competitors where doing in the retail space which helped us design a user journey that described all the touchpoints a user will encounter and identify opportunities and features. We also shadowed our residential repair technicians, to gather critical information for customer service-related issues. After that, we mocked up very roughly an app idea and explained, “What was the value of it from a business and user perspective?” After a lot of back and forth with marketing, we scaled back the experience to a mobile web app which was focused solely on the features in-store and perfected the UI. We designed mobile wireframes and worked hand in hand with visual designers and developers.
