SUPPLY.COM | JOB OVERVIEW
In the Fall of 2018, I worked a contract Service Design position at SUPPLY.com, an Atlanta based plumbing supplies company. We worked in together with Harmonic Design to analyze behaviors of the plumber’s workflow to see if we could create a solution to get the correct plumbing supplies to a site based on project, scope, and time it takes for the plumber to arrive to the warehouses and the customer sites. The project’s name was Moment’s Notice and we iterated on solutions using Service design best practices and design research. This page is to overview some of the roles I had in this project and share the project progression. After my time at SUPPLY.com, it was acquired by Ferguson. As a result from this project, the Supply.com team implemented more service design strategies into their work.
Competitor & Comparator Analysis
One of the first projects I worked on at my time at SUPPLY.com. An analysis deck based on delivery and pick-up apps and storefronts. I started by creating a measure of success list distilled from research informed discoveries. We used this research in later iterations of the project as we started working with Harmonic Design.
Customer Discoveries
I helped interview and analyze the activities of the plumbers who were participants in this process. We aimed to discover their behaviors, roles, how many people they were working with and what their daily workflow looked like in terms of going to the worksites and warehouses.
North Star Product Experience | Service Design Workshops
In working with Harmonic Design, we developed and hosted a Service Design workshop to create the North Star Product Experience for “Moment’s Notice.” I was an active participant at the workshop, organized the room set up, made sure we had the correct materials present for the day, ensured we had printed materials, archived all of the sticky notes, and helped distill some of the information that is present in the final North Star presentation below.
One Pager Creation
During the process of this design project, I created One Pagers to communicate with the broader team. Some materials I created in these formats were onboarding documents for plumbers interested in being a part of the pilot as well as newsletters to update the broader SUPPLY.com on the Moment’s Notice progress.
Journey Mapping | Recording and Formatting
In weekly meetings, we would use sticky notes to note tasks and timeline for the internal SUPPLY.com team, the Harmonic Design team, the Ferguson team, and the other stake holders. My role was to participate in these meetings, organize to-do’s, and record all of the information into one place. It was later printed and sent to the broader team. We analyzed what was needed at each touchpoint for the user, how long they would be at each touchpoint, and mapped weekly active tasks.
Omni — Channel Refrigerator Wall
For my final project at SUPPLY.com, I was tasked with creating and facilitating a space where people around the office could keep up with the progress of the Moment’s Notice project. It included the use of personas, showed active participants, and had summaries of what was occurring at that moment in the project.
Learnings
Teamwork
Better work with a cross-functional, cross-company team and different stakeholders
Workshop
Facilitate and participate in service design workshops and communicate concepts to people
Communication
distill information in bite-sized ways that non-designers can understand
Observation
apply design observational skills and note taking techniques in a real world context
Growth
I brought a lot of this knowledge into further projects and see my growth as a designer stemming from these projects