The Home Depot Connected Shopping
Connecting the store and the screen
Customers needed greater flexibility in how they purchased and returned products. I led the architecture and experience design for Buy Online, Pick Up In Store and Buy Online, Return In Store, helping connect homedepot.com with the physical retail experience.
At a glance
Role: Creative Director / Senior Manager, UX
Organization: The Home Depot
Initiatives: BOPIS and BORIS
Focus: Digital-to-store journeys, pickup and returns
The Problem
Online shopping and store visits were separate parts of the customer experience. Purchasing through one channel could limit how customers completed the rest of their journey.
The challenge was to connect digital transactions with physical-store actions in a way customers could understand and use.
The Strategic Opportunity
Make the store an extension of the online shopping experience.
Pickup and returns offered practical ways to give customers more choice while connecting The Home Depot’s digital business with its store network.
My Role
I led the architecture and design of the BOPIS and BORIS experiences, defining how customers moved between online shopping and in-store pickup or returns.
My responsibility was to connect these touchpoints into coherent journeys and guide the UX work within the broader digital transformation.
The Experience
The initiatives introduced two connected shopping paths:
Buy Online, Pick Up In Store: Purchase digitally and collect the order at a store.
Buy Online, Return In Store: Bring an online purchase to a store for return.
The design centered on making the transition between channels understandable, with each experience supporting the customer’s next action.
The Outcome
BOPIS and BORIS connected online purchases with store-based pickup and returns, expanding the ways customers could shop with The Home Depot.
The work helped establish a more integrated relationship between digital commerce and physical retail.
What this work demonstrates
Designing customer journeys that cross channels and organizational boundaries, connecting individual interactions into a broader service experience.