Redefining the way Australian's shop for home improvements.
Create and validate a concept for a Bunnings mobile app. By exploring the technical feasibility and practical application of several technologies to support the customer in their pre-shop, in-shop and post-shop experience.
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What we did for Bunnings Warehouse
In June 2018. Bunnings wanted help to understand if building a mobile application, would complement their in-store and website experience to make the lives of their customers better, by supporting them through their home improvement journey. To validate the key pain points and needs of Bunnings customers that could be solved through a mobile app.
We explored ways to inspire and improve awareness of Bunnings products; to help customers learn, to and share their D.I.Y. experiences. We explored the technical feasibility and practical application of several technologies. Furthermore, we wanted to provide people who were engaged in home renovation, personal D.I.Y. projects or restyling their home & garden; a practical place to find constructive advice and the equipment needed to complete their task. We wanted to improve the in-store shopping and D.I.Y. experience of Bunnings Warehouse. Their customers would often feel lost and overwhelmed at the size of the stores, especially when visiting a new store or searching for a single product. Reviewing the in-store customer experience, we understood that:
Finding a product in-store was the most frequent problem and took up a large amount of time for staff members.
Learning new D.I.Y. skills is the second most frequent problem. People were not aware that there are in-store classes or that Bunnings has a large catalogue of video content.
Product selection cause difficulties for both shopping and DIY experiences, staff members are experts to solve this in-store if we could free up their time from helping people find products. Better digital product descriptions and information was needed.
Our Approach
To create cohesive, complete experiences that will resonate with customers. That deliver each experience incrementally to continuously unlock value for Bunnings and their customers. We spoke with 30 stakeholders across Bunnings Warehouse, The Branding Agency and AKQA, generating product opportunities for how a mobile app would support the customer experience in the near future. We identified key moments where we would support the customer across their pre-shop, shop and post-shop journey"s. From these key moments, we prepared a list for a proof of concept. The rest of ideas were broken into phase of: now, next and later features roadmap for exploration.
Key themes
Pre-shopShopPost-shopWishlistBunnings WalletWorkshop IntegrationAR Project VisualisationIn-store AssistPartnershipsVideo HubFind a Team MemberDeliveryProject AssistantSelf Checkout / Bunnings GoPost-product support & help
Client:
Bunnings
Category:
UX Design
Date:
February 1, 2023
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