Designing a Customer Experience Mobile App for B2B Repair and Remodel

  • The Project

    Mobile App UX Design and Research

  • My Role

    UX Design and Research Intern

  • Timeline

    8 Weeks

  • Tools

    Miro, Figma, FigJam

Reece Repair and Remodel

Reece is a lead supplier in the plumbing and HVAC industry globally. Reece needed to launch a mobile app for their repair and remodel trade customers, to ease the pain points and challenges in website and in-person repair and remodel.

The goal was to digitize repair and remodel shopping experiences on a comprehensive platform covering all branches. MaX is the website currently used by Reece techs and traders to discover and purchase products. We needed to create a mobile app for maX to provide another solution to streamline the workflow.

User Research

45% of sales are made using Max

Max is used daily by branch workers to
look up items for customers but search
is nonintuitive and time consuming

I gathered info on the existing maX website users and pain points to understand the customer workflows that take place both at the counter and online.

Compiling findings into a presentation for product managers, this aligned the team on Reece operations and validated the need for a mobile app.

Max website is full of bugs, not synced with other apps in the Reece suite, and inventory is inconsistent

Order Process Between Users

I illustrated the communication process between a branch sales rep and vendors in placing orders for repair and remodel. This helped ensure our app reflects the order process while easing the communication flow.

Ideation

Understanding our users

With the UX team, I interviewed our users - internal warehouse employees and store branch employees.

R&R customers are often on the go, but the the maX website is difficult to use on a mobile browser. The website currently could not be adapted for a mobile browser. This was the main motivation to create the app. In our interviews we also learned some of the challenges faced by the branch workers in discovering and identifying products in the large, often disorganized warehouse.

User Personas

Journey Map

User Flows

Checkout

Camera AI Scan Flow

AI Chat Flow

Design

Home Page

AI Chat

Scan Flow

Lo-Fi Wireframes

Shop & Buy

Shop & Buy

AI Scan

AI Scan

Home

Home

Onboarding

Onboarding

Registration

Registration

Impact

At this point my internship ended. The team continued on to design hi-fi wireframes, conduct user testing and iterate.

My role in this internship taught me a lot in how to understand user needs by directly speaking with them, translating findings into customer journeys and user flows, and reflecting those real-world processes in design solutions with new features to solve user problems.

I also learned how to present to stakeholders and products to justify design decisions, receive feedback, and help guide the product roadmap.

Check out my other projects!