Case Study: Home Depot achieves clearer roles and streamlined team workflows with Optimal Workshop

Home Depot improves team workflows across 7 teams with Optimal

Home Depot, a major home improvement retailer, faced challenges with ambiguous role definitions, complex management hierarchies, and inefficient support team workflows. To build a more solid organizational foundation, they partnered with Optimal Workshop and utilized its Card Sorting product to gain structured data and insights.

Optimal Workshop's solution involved conducting targeted card sorting studies to clarify competencies, evaluate management structures, and map call center workflows. This data-driven approach resulted in refined job descriptions, simplified management hierarchies, and streamlined support protocols. The implementation led to significant improvements, including more efficient decision-making and reduced case escalations, ultimately empowering teams and improving overall performance.

Home Depot