This is a high-level summary of my work due to NDA. Please feel free to contact me at cll246@cornell.edu to learn more. :)

Utilizing Virtual Reality to enhance the tool returns process

Internship

COMPANY

↳ The Home Depot

ROLE

UX Researcher

UX/Service/CX Design

TIMELINE

Aug - Dec 2022

OVERVIEW

Self-drop-off for tool returns

The Tool Rental Center (TRC) is in nearly every Home Depot store. Home Depot wants to implement a new tool "self-drop-off" for customers to return their tools independently. I used Virtual Reality to conduct User Experience research and testing to simulate this process and provide actionable recommendations to improve the process.

My work was so successful that now other areas of the store (such as pro checkout) are using VR for planning environments. My project successfully laid the groundwork and demonstrated the value of using VR to analyze floor plans before construction.

Problem

The new self-drop-off has yet to be released and tested. It is unknown how customers will respond or understand how drop-off works, especially returning unwieldy tools (eg ladders, lawn mowers).

Business Goal

Conduct user testing on the proposed self-drop-off to save time and money, conduct safety measures, and make necessary improvements.

Solution

Bring in real customers for usability testing via VR simulation to gain data and suggest areas of improvement.

TOOL RENTAL CENTER

Customers rent all kinds of tools using the Tool Rental Center (TRC)

Customers can rent anything from ladders to lawnmowers at a Home Depot TRC. Currently, customers have to wait in long lines (up to hours) to return their tools as associates are understaffed and overwhelmed during peak hours. Customers would benefit from self-service, but what is the best way to go about returning tools?

SAFETY, TIME, MONEY

Customers need to return unwieldy items.

How can we create a faster, safer, easier, and independent tool drop-off experience?

USABILITY TESTING

Real THD customers try the rental drop-off experience (with VR tutorials)

I worked with an SWE intern who helped build out the VR environments and tutorials in Unity.

VR tutorial

We created a VR tutorial for customers, especially since they had no prior VR experience. They practiced moving around and interacting with objects, mimicking real-life actions. VR glitches or mismatches in actions could influence reactions, so I conducted follow-up interviews for clarity in case of technical issues or confusion.

VR replica of TRC

Customers were asked to return tools in the VR replica of the TRC. After the usability testing, I conducted user interviews and quantitative testing to figure out pain points and areas to improve.

RESULTS

Utilizing VR is a success and has expanded to other areas of stores!

Using VR with Unity to plan environments before construction has been highly successful. It expanded to other parts of the store, like pro checkout areas, with no plans to stop. My project laid the groundwork and demonstrated the value of VR for analyzing floor plans before construction.

Visualization

3D VR environments capture movement and navigation more accurately than traditional 2D-floor plans.

Saving $

Testing materials in VR is cheaper than spending thousands on materials such as signage.

Safer

Customers are safer when conducting tests via VR than in person.

Faster

Iterating and testing multiple layouts is much faster in VR than purchasing and installing materials in person.

This is a high-level summary of my work due to NDA. Please feel free to contact me at cll246@cornell.edu to learn more. :)