Appliance management web app : B2C
LOWES MyHome Appliances
AI enabled search to help you understand, maintain, troubleshoot, and eventually replace your home appliances, all in one place.
Situation
New and existing appliances come with supporting information that is often lost, discarded, or not passed on from the previous owner. Homeowners lack an organized way to keep their appliance information accessible for future use.
Key insights
When appliances break down or require maintenance, finding specific information such as model details, troubleshooting guides, or part specifications can be daunting.
Homeowners face challenges in finding a replacement appliance that matches their specific needs and fits within the spatial constraints of their home.
Appliances information
- Input from purchase data and manually provided from customer.
- End of life appliance warnings.
- AI search for troubleshooting and part replacement.
- Eliminates need to keep physical manuals.
- New revenue streams
As part of the data team, I was tasked with evolving our existing appliance specifications by using Lowe’s purchase data to add appliance information to a home profile. This need came from identifying customer needs based on insights from our field research and concept testing. Our research identified several key features that customers value most. Customers valued the ability to find appliance info without the use of a physical manual, they also valued the ability to shop with appliance detail filters pre-set based on their current product information. The new designs are aligned to those values, maximized adoption, engagement, and unlocked new revenue streams for Lowes.
AI search — all appliances
The AI appliance search feature required tight coordination with several other designers and the managing PM. This was to ensure alignment with the larger Lowes AI strategy and to optimize conversational AI customer experiences across the website.
AI search — selected appliance
Desktop modal for AI appliance search
Pre-filtered appliance shopping
Among the most desirable features of the appliance page is the ability to instantly shop an appliance with specifications automatically selected and product options filtered for you. No more guessing or spending time finding the answer. It’s all done at the touch of a button.
Impact
The appliance maintenance hub launched to an enthusiastic reception, with early users repeatedly calling out the speed and accuracy of AI-driven search across their manuals. Pre-filtered shopping made finding compatible supplies and replacements effortless, while proactive end-of-life warnings gave customers a new sense of confidence and control over their appliances.