Work/ReSolve by Lowe’sCase study · 2016

One number to call when the house floods

ReSolve, through Huge: a home repair and restoration service from Lowe’s that puts one contact between a homeowner, their insurer and a vetted contractor. The full site, from the emergency intake to the project timeline, bids, messaging and the products that follow a repair, specified for desktop and mobile in spring 2016.

ReSolve home page on load: Welcome to ReSolve, the solution for home repair, restoration and renovation; Get help, resolve an emergency or repair your home
Client
Lowe’s
Agency
Huge, Atlanta
Role
Experience design
Dates
April – May 2016
Output
Site map and annotated desktop and mobile wireframes for the whole ReSolve site: home, about, partners, guide, emergency and repair intake, account creation, project account, contractor bids, messaging, products and favorites
01The problem

A burst pipe at 2 a.m. is three problems at once: stop the damage, deal with the insurer, and find someone trustworthy to fix it. ReSolve’s promise was one contact for all three.

Lowe’s was building a service, not a store: emergency mitigation and repair for fire, water and wind damage, a network of background‑checked contractors, twenty‑five insurance partners, a three‑year warranty on every repair. The site had to work for someone standing in a wet kitchen on a phone, then keep working for the six weeks of estimates, demolition and sign‑off that follow, and finally hand them to Lowe’s for the appliances and flooring that go back in.

  1. Two front doors. Resolve an emergency or repair your home: the same intake, two very different states of mind.
  2. A project, not a purchase. Timeline, estimate, contractor selection, bids, demo, completion: the account is where the service actually lives.
  3. Three audiences. Homeowners, contractors and insurance carriers each needed a way in.
02Three decisions
  1. 1

    Ask three questions, then call them.

    The emergency flow is deliberately short: how was your home damaged, describe it and add photos, tell us about yourself, and we’ll call you. No account, no estimate, no catalogue. The mobile version opens the camera straight from the damage step, because the photo is the fastest way to explain a ceiling.

    Turned down: an instant quote. Nobody can price water damage from a form, and pretending to would have cost the trust the service depends on.

  2. 2

    Make the account a project timeline.

    Once a project exists, the account is a timeline: mitigation, estimate and planning, contractor selected, contractor hired, demo, completion and sign‑off, each with its start date and duration, the running estimate beside it. Find a Contractor lets the homeowner drag to choose how many bids they want, compare licensed and background‑checked profiles, approve a bid and message the contractor from the same place.

    Turned down: a dashboard of widgets. A homeowner mid‑repair has one question, what happens next, and the timeline answers it.

  3. 3

    Let the store arrive after the repair.

    Explore Products sits inside the account, not the nav: once the demo is done, the homeowner is shown appliances, flooring, cabinets and countertops with the ReSolve 100, the year’s most‑loved products, and a favorites list they can share with their contractor. Lowe’s shows up when it is useful, not before.

    Turned down: a Lowe’s catalogue on the home page. The brand is a reassurance here, not a storefront.

03The work
ReSolve site map: Home, About, Partners, Guide, Get Help, Account and Footer, with every page numbered
The site map. Seven branches; the Account branch is the service.
Home page on load and on scroll: Welcome to ReSolve, Get help, We fix almost anything, home emergency recovery for fire, water and wind, repair and restoration for roofs, exterior and flooring, the ReSolve experience
Home, on load and on scroll. Get help first; fire, water and wind; roofs, exteriors and floors; then how it works.
Six desktop screens of the emergency and repair intake: the call to action, how was your home damaged, select all that apply, describe the damage and add photos, tell us about yourself, confirmation
The intake, desktop. Damage type, description and photos, contact details, and a confirmation that says a specialist will call.
Six mobile screens of the repair flow, including the photo library picker
The intake, mobile. The camera roll is one tap from the damage question.
Six desktop account screens: project timeline with mitigation and repair, find a contractor, contractor detail with approve bid, manage account
The project account. Timeline and estimate, find a contractor with a bids slider, contractor detail, approve bid, manage account.
Five mobile account screens: timeline, find a contractor, persistent bottom bar with contractor card, edit name and email, change password
The account on a phone. With a persistent contractor bar once one is hired.
Explore products: categories and sub-categories, find appliances, the ReSolve 100
Explore Products. Appliances, cabinets, countertops, flooring and the ReSolve 100.
Inbox and compose screens, two versions each
Messaging. Inbox and compose, two versions, for homeowner and contractor.
Six account creation screens: email confirmation, sign in, forgot password steps, forgot email, maximum password attempts
Account creation. Sign in, forgot password and forgot email, and what happens after too many tries.
The emergency and repair guide page with tips for water and fire damage, and the Partners page: we united with reliable partners, the Lowe's experience, elite contractors
Guide and Partners. What to do before the specialist arrives, and who ReSolve works with.
04Where it landed
  • DeliveredThe ReSolve site map and the complete annotated wireframe set, desktop and mobile, across twenty‑one Illustrator files, April and May 2016
  • CoveredHome, About, Partners, Guide, Get Help with the emergency and repair flows, account creation, the project account with timeline, bids and contractor detail, messaging, products and favorites, and the footer pages
05My role

I was the experience designer on ReSolve at Huge: the site map, the intake and account flows, and the desktop and mobile wireframes with their annotations. Huge’s strategy and visual design teams and the Lowe’s ReSolve team set the service model the site was built on.