A visit becomesa relationship.

Turn home maintenance from something homeowners react to into a relationship they rely on — guided, proactive, and built to grow with them over time.

Lowe's / HomeCare+

My role
Lead Product Designer
In collaboration
2 Designers
Timeframe
May 2025 – March 2026

The problem

Home maintenance is reactive. Homeowners don’t know what they need or when, and enrollment was complex.

The decision

Turn a sign-up flow into a home services platform: the way in, the visit, and everything after it.

What shipped

Guided enrollment with two ways in, eligibility checks that explain themselves, the in-visit service model with visual reports, and plan management in one place.

What changed

From “fill out a survey and hope for the best” to a guided maintenance relationship, with a reason to stay.

What I carry forward

Design the relationship, not the sign-up. The sale is where the service starts.

A closer look

One step of enrollment, top to bottom. The service loop is drawn below.

The shipped product, on a phone

HomeCare+ enrollment on a phone: HVAC Air Filter Replacement, step 3 of 6, with a photograph of a Lowe’s associate fitting a filter, then a question about the filter sizes used in the home.

One step

  • One step at a timeEnrollment is guided and progressive. Each service has a few short steps, and you always know which one you are on.
  • A person, not a productThe picture is an associate doing the job, because what is being bought is a visit.
  • It asks about your homeThe question is about what is in the house, in the same words that are printed on the filter.
Further down the same screen: three filter sizes already entered with quantities, a button to add another size, and the start of an optional choice of filtration level.

Your home

  • Homes are not tidyThree sizes, each with its own quantity, and any of them can be taken out again.
  • Room for one moreThe form bends to the house, not the other way round.
  • Optional means optionalChoosing a level is marked optional, where the choice is made.
The end of the screen: four filtration levels laid out the same way, each with what it catches and how many kinds of particle it captures, one marked most popular, then the button to view recommended products.

A clear choice

  • A nudge, not a pushOne level is marked most popular. Nothing is pre-selected.
  • Compared on one thingEvery level is laid out the same way and measured the same way, so the choice is a comparison, not a guess.
  • Then, what fitsThe next step is the products that match the answers, not a catalog.

The decision

One decision:design the relationship, not the sign-up.

Give every next step a place.

Guided enrollment and clearer service workflows connect the customer experience with the people delivering the care.

Connected moments
  1. Educate
  2. Assess
  3. Deliver
  4. Report
  5. Rebook
  6. Maintain

The challenge

Maintenance was something to react to.

Homeowners don’t know what they need, when they need it, or how to manage it over time. Enrollment was complex, eligibility was unclear, and nothing connected assessment, delivery and ongoing care. Behind the scenes, digital tools, field associates and merchant operations worked apart, which slowed growth.

From a sign-up flow to a service.

I led the end-to-end redesign. The work spanned onboarding, service delivery and retention, and connected customer experience, field operations and subscription strategy.

  • Guided, progressive enrollment: less to take in at once, clearer service selection
  • Two ways in, self-directed and assessment-led, with room to move between them
  • Eligibility checks that explain themselves, including why a home doesn’t qualify and what happens next
  • Links to the wider subscription strategy: centralized management, and digital wallet integration to reduce payment friction

What changed

A relationship, not a transaction.

Evidence and limits

What was observed after launch.

Digital wallet integration was part of the designed scope.

  • What was observed

    The team reported more sign-ups, better retention and a shorter path to market after launch.

  • What I can’t say

    How much, or how much of it was the redesign. I can’t publish the figures or separate the design’s share from everything else that changed.

As announced by Lowe’sPress release: HomeCare+ launches nationwide (March 17, 2026)

What’s next

Where I see it going.

A proactive home partnership that anticipates maintenance needs, recommends what to do next, and expands into new service categories.

Another perspective

DriveCentric

A salesperson should be selling cars and building relationships, not wrestling software.

Explore the project