The Future of Value Experience - Lowe's
As part of my Digital Product Management internship at Lowe's, I led a project focused on enhancing the customer value journey through innovative digital solutions.
"The Future of Value Experience" aims to create seamless, personalized shopping experiences that drive value, engagement and customer satisfaction.
With a strong emphasis on data-driven insights and user-centric design, this project sets the stage for the future of retail at Lowe's, ensuring customers find value at every touchpoint.
Recommendations
Price Clarity:
Promoting free shipping for silver members
Find out if $ or % or both would be displayed best in promotions
More A/B testing and UI iterations
Purchase Confidence:
Social Proofing badges
Keeping up with trends such as the pink tool box/ or Stanley cups. Could use marketing to push those more
Buy More Save More savings more clearly articulated
Why Lowe's:
Expanding Loyalty Programs features
Building a tier matching system such as ones used by Hertz or National Car rental companies
Higher rewards and benefits for the loyalty program
Lastly, Lessons Learned
Data-driven decision making
How important it is to rely on numbers to make a final decision on a product such as A/B tests (tool used: Adobe Analytics)
Cross-functional team collaboration
Working effectively with different teams taught me the importance of teamwork. Working with teams such as Loyalty and engineering taught me how crucial communication can be (as well as refining user stories and clearer Jira tickets). The teams you work with will create the path for your product
Customer-centric thinking
Prioritizing the customers needs and preferences. Thinking of all ways possible to keep everything in the favor of the customer. Without them we are literally nothing!
Customer Loyalty Strategies
Retention and how loyalty can highly impact a customer's satisfaction
Adaptability
Being flexible and open to change in a fast-paced environment over a short period