Story detail · Home Depot Pro Experience Design
Sub-floor flooding
Context: A facilities manager arrived at a commercial site to find the sub-floor soaked from an overnight pipe leak. They needed dehumidifiers and drying equipment immediately.
Observations: Went straight to the app — confirmed in-stock status was the deciding factor. Expressed uncertainty about spec (how many units, what capacity).
Push
Every hour the sub-floor sits wet compounds the damage and the bill — delay is not an option.
Pull
Real-time in-stock filter in the app means they can confirm availability before driving — no wasted trip.
Anxiety
No guidance on whether one unit is sufficient or industrial-grade is needed — guessing on an expensive call.
Habit
Instinct is to call the building owner and wait for sign-off before spending — but time pressure overrode it.
Verbatims
“The sub-floor was soaked. Every hour it sat there was a bigger bill — I needed a solution immediately.”
“I pulled up the app, filtered by in-stock, and had what I needed in the cart in two minutes.”
“I wasn't sure if one unit was enough or if I needed industrial-grade — I just guessed and hoped.”
“Instinct was to call the building owner and wait for sign-off — but there was no time for that.”