Helping Customers Feel Certain in a Self-Guided Flow

A comprehensive redesign of the Lowe’s paint kiosk interface.

Revisiting why

After piloting in 10 stores, and eventually expanding to 200 across the country - the general sentiment from customers was that the kiosk experience was convoluted, uninspiring and unreassuring.

Roughly 15% of orders enacted the “Need Assistance” button, and nearly 25% of kiosk orders were abandoned.

15 | | | | | | | | | | | | | | |

The average number of steps to complete a kiosk order.

A customer insights study found that 22% of customer did not feel confident ordering paint without associate guidance

Despite assumed guidance from questions that asked necessary details to