Overview
In the early 2010s, Lowe's — the second-largest home improvement retailer globally, with more than 1,840 stores and 15 million weekly shoppers — recognized that customers were already turning to their phones while standing in the aisle. They engaged Huge to design and build their mobile ecosystem from the ground up: a consumer-facing app, a mobile web experience, and an internal tool for 245,000 store associates.
Role
Product Manager
Company
Huge
Client
Lowe's Home Improvement
Timeline
Development and launch prep of the RepairSmith site (2019)
My Contribution
I was responsible for documenting and tracking business requirements across both the consumer and associate app workstreams — facilitating stakeholder interviews, creating functional specifications and user scenarios, and serving as the communication bridge between UX, engineering, and the Lowe's client team throughout the project lifecycle.
The Insight
Research revealed that digital played a role in nearly every stage of a home improvement project — but it was the small, mobile screen that customers turned to most while physically inside the store. The design challenge wasn't to replicate the website on a smaller screen. It was to build for a specific moment: someone standing in an aisle with a question that needed answering right now.
The Work
Consumer App (iOS, Android, Mobile Web)
After multiple rounds of usability lab testing, the team developed an app optimized for the in-store shopping moment — featuring real-time inventory across the five closest store locations, contextual store hours, and a buy online/pick up in-store flow for after-hours browsing. My role was to ensure the functional requirements reflected both the business objectives and the user behaviors surfaced in research, and to maintain alignment between the UX vision and what engineering could feasibly build and ship.
Associate App (iOS — 120,000 devices)
The associate-facing application was one of the more complex requirements challenges on the project — a single device needed to serve two fundamentally different users. A tap of a button toggled between a customer-facing mirror of the consumer app and an employee tool for product lookup, purchase history review, and a built-in point-of-sale for line-busting checkout. I documented the requirements and user scenarios for both modes, mapping the decision logic and edge cases that made the toggle experience coherent across 120,000 deployed devices.
Scale
15 million weekly shoppers served
120,000 iPhones deployed to store associates
1,840 stores with real-time inventory integration
What I Took From It
This was my first large-scale, multi-track product engagement — and it shaped how I think about complexity. Mapping requirements for a dual-audience platform taught me to hold multiple user mental models simultaneously, ask sharper questions in stakeholder interviews, and translate between UX intent and technical constraint with precision. The habits I built here — rigorous documentation, cross-functional communication, detail orientation under pressure — became the foundation of everything I've done since.
Ready for what’s next?
Let’s talk about your next project—no pressure, just conversation.
Get in touch
© 2019-2026 Marshall Creative Group LLC
Studio