Case Study: Lowe's builds better customer and employee experiences with Optimal Workshop

Lowe's reduces clicks and speeds up discovery with Optimal Workshop

Lowe's, a major retail company specializing in home improvement, faced the challenge of organizing its vast digital product catalog to serve diverse customer groups and improving inconsistent taxonomies across its website, app, and in-store systems. To address this, they turned to Optimal Workshop and utilized its tools, including Tree Testing and First-click Testing, to launch a global navigation revamp and optimize both digital and physical customer and employee experiences.

By implementing a comprehensive UX strategy with Optimal Workshop, Lowe's conducted extensive tree testing, first-click testing, and card sorting studies. This solution delivered substantial improvements, including a more intuitive product taxonomy, streamlined customer support pathways, and reduced employee turnover. The first-click testing for critical actions increased conversion rates, and the focus on professional contractors strengthened Lowe's position in that valuable market segment.

Lowe's