The Home Depot Pro Service
April 2023
This site is a resource for anyone looking to better understand how West Monroe would partner with The Home Depot to create a best-in-class Pro Service that supports contractors in doing what they love: building, renovating, and reimagining the most important place in people's lives — a place called home.
This opportunity got us excited enough to spend 20+ hours talking directly with working Pros to learn about their experiences, understand their motivations, and uncover the moments that matter most to them.
On this site, you'll find our full presentation, a research supplement with some deeper insights from our Pro interviews, and a short video to give you a taste of what it looks like to work with us.
Enjoy.
Welcome!
Know
What matters most to Pro customers and employees?
Own
Which moments should we redesign to create maximum impact?
Deliver
How can we successfully and repeatably deliver these moments?
Ultimately, we're looking for the moments that really matter
Hover over each tile for featured capabilities
Leading with Empathy
9
Interviews
3
Testable Prototypes
7
Markets
20+
Hours of Conversation
To develop firsthand insights, we connected directly with a group of working professionals in the building and renovation space, covering a mix of backgrounds, geos, specialties, and perceptions of The Home Depot's current offering. We were able to quickly identify powerful moments across the customer experience.
Click here to see highlights from our interviews.
Deliver the moments
Organizational Considerations
Sustainable Design Strategy
Connected Ecosystem Strategy
Transformation Roadmap
Own the moments
Future Vision & Service Blueprint
Experience Drivers
Experience Concepts
Experience Value Cases
Know the moments
Moments that Matter
Roots of the Moment
Competing Moments
Measure the Moment
Customer interviews
Exploring Concepts
Pro Purchase Hub
CONCEPT 1
A next-gen purchase portal with proprietary, data-driven Fit Score to help customers know they're getting the quality, reliability, and desirability their work demands. Also saves Pros time by storing go-to product Bundles and integrating with project management tools.
Hyper-responsive delivery to the job site when a tool fails or material runs short. Customers can keep their team focused on high-value work, while THD drives incremental purchase volume and long-term local preference.
Pro Dash
CONCEPT 3
Anything [like this] that would help with planning a firm budget and estimates on my timing ... that’s gonna be huge.
Nine times out of 10, I’d rather pay for the delivery driver than have one of my skilled guys waste their time [at the store].
Want to know more? Let's talk...
Fueled by our primary and secondary research, we collaboratively generated a set of service and experience concepts that could add unique value for Pros, customer service teams, and The Home Depot brand at-large. We turned three of those concepts into visual prototypes and got direct feedback from our Pro interviewees.
Proactive recommendations for alternate products when a first choice becomes unavailable. Key differences and change implications are front and center to empower fast, fully informed customer decisions.
Smart Swap
CONCEPT 2
This is 20 steps above, just simplicity-wise ... better than anything we currently have.
Not familiar with West Monroe?
That's OK. Let us tell you a bit about ourselves.
We've had teams working with The Home Depot since 2008 on a number of transformational and operational initiatives. In that time, THD has evolved a lot. And guess what? We've been evolving too.
Since founding in 2002, we've grown from a tiny Chicago consulting firm to a distributed team of 2,500+ experts in Customer Experience, Organizational Transformation, Digital Products & Platforms, and so much more. We're not the small kid on the block, but we're also not so big that we can't build close, connected relationships with every client and help create unique solutions to their toughest challenges.
Pablo Alejo
Design & Experience Engagement Lead
palejo@westmonroe.com
Matt johnson
Strategy & Experience SME
mcjohnson@westmonroe.com
©2023 All site content is proprietary and confidential.
Prepared for The Home Depot by West Monroe Partners.
Know
User Research
Competitive Analysis
Value Identification
Digital Maturity Assessments
Personas + Mindsets
Root Cause Analysis
Customer Segmentation
Own
Service Design
Data Engineering
Innovative Architecture
Product Strategy
Product Design
Data Science
Deliver
Business Model Creation
Enterprise Solutions
Cloud Architecture
Salesforce Delivery
Software Delivery
Salesforce Delivery
Customer Experience Strategy
Operations Excellence
Corporate Transformation
Know
What matters most to Pro customers and employees?
Own
Which moments should we redesign to create maximum impact?
Deliver
How can we successfully and repeatably deliver these moments?
Full Presentation
Pro Interview Highlights
