SV-14 · Project Summary

Engagement Summary

Home Depot Pro Experience Design · The Home Depot

Engagement Metadata
Methodology
Experience Design
Duration
8 weeks (two sprints)
Deal Reference
Closed Q4 2025 via Pablo A. — HD Pro Experience Division ref.
Participants (7)
  1. Marcus L. (HVAC)
  2. Jerome W. (Roofing)
  3. Carlos M. (General)
  4. Sandra P. (Plumbing)
  5. Deborah K. (Facilities)
  6. Ray T. (Electrical)
  7. Tony B. (Tile)
Key Outcomes
  1. 1

    Identified the "Find the Right Product" moment (xd-moment-find-product) as the canonical design target — highest friction across all 6 contractor stories, anchored by spec-confidence failure at purchase.

  2. 2

    Surfaced the "proof gap" at xd-moment-proof as the highest unrealised opportunity: no current digital artifact closes the loop between resolution and client/inspector confirmation.

  3. 3

    Prioritised 3 initiatives from workshop commit: In-App Spec Confirm (Sprint 3), Job Resolution Card (Sprint 4), Pro Chat Expert pilot (Sprint 5).

  4. 4

    Established that the Pro desk advantage is the differentiator — not inventory, not proximity. The engagement is about scaling expert knowledge on demand to the job site.

Deliverables
  1. 7 pro-contractor interviews
  2. 6 JTBD force stories
  3. 30 verbatims (canonical registry)
  4. 4 patterns (CV4)
  5. 2 tensions promoted to workshop conversations
  6. Two-sprint experience design workshop (13 participants across 2 sessions)
  7. 6 workshop artifacts (boards, photos)
  8. 6 facilitation decisions
  9. 4 commitments (owner + due date)
  10. 3-initiative roadmap backed by 16 evidence refs
  11. Deal→Delivery handoff brief
interviewRay T. — spec confirmation is the decisive moment (xd-hd-v-010)
interviewCarlos M. — time cost is the real metric (xd-hd-v-029)
interviewSandra P. — callback destroys small-shop reputation (xd-hd-v-019)
interviewRay T. — Pro desk expertise gap (xd-hd-v-030)
workshopFriction heatmap — find-product moment dominated (xd-artifact-002)
workshopProof-artifact prototype — Job Resolution Card (xd-artifact-005)