Suivi de Pose
Improving the installation tracking experience for Leroy Merlin customers.
Summary
This case study explores how we improved the installation tracking experience for Leroy Merlin customers by addressing key pain points around scheduling, communication, and support. The previous system was rigid and frustrating to use, leading to delays, high support volume, and poor visibility for customers. Our goal was to create a more accessible and scalable experience — one that could better serve end users, reduce operational friction, and support Quotatis in expanding its service to new partners.
Timeline
August 2020 - October 2020
Team
1 Product Designer, 1 Product Manager, 1 Lead Engineer, 2 Engineers
Role
Sole Designer — led the entire design process from user research and competitor analysis to defining the UX strategy, designing scalable solutions, collaborating with cross-functional teams, and validating impact post-launch.
Key results
40% estimated drop in support requests related to scheduling
4.5/5 satisfaction score for the tracking experience
< 90 min average project acceptance time thanks to flexible scheduling
1 new retail partner secured following the pilot’s success
Context
Leroy Merlin, a major home improvement retailer, offers installation services for products like water heaters, kitchens, and flooring. To manage these installations, they partnered with Quotatis, a platform that connects customers with service professionals. However, the existing installation tracking system was rigid and inefficient, creating frustration for customers and overloading customer support teams.
Problem
Leroy Merlin customers struggled with a rigid tracking system that offered no scheduling flexibility or direct contact with service professionals. Any change had to go through customer support, causing delays and frustration — both for users and overloaded support teams.
Objectives
The goal was to improve the experience for both users and the business. For customers, the focus was on adding flexibility, clarity, and control—making it easier to plan their installation and communicate with professionals. On the business side, the objective was to reduce support workload, speed up scheduling, and create a scalable solution that could be offered to new retail partners, driving more interventions and revenue for Quotatis.
User research
To understand the main pain points, we reviewed customer support tickets, conducted internal stakeholder interviews, and analyzed the existing flow from a user perspective.
The research revealed three key issues:
Key finding #1
Rigid scheduling
Customers were assigned a fixed date and couldn’t suggest alternatives, which slowed down project matching.
Key finding #2
No direct communication
There was no way to contact the artisan directly, causing delays and unnecessary reliance on support.
Key finding #3
Unclear preparation steps
Users didn’t clearly understand what to prepare or submit before the intervention.
Key finding #4
Support overload
The support team was overwhelmed with simple requests like rescheduling or reporting a problem.
These insights helped us define the main priorities for the redesign: give users more visibility, reduce friction, and increase autonomy throughout the experience.
Audit and field observation
To go beyond assumptions, I visited a Leroy Merlin store and simulated the full customer journey — from selecting a product in-store to initiating installation. This allowed me to observe how customers are introduced to the service and how the process is explained at the point of sale.
I used this hands-on session to audit the existing experience and capture screenshots of the interface used for scheduling and follow-up. I combined this with a customer journey map that highlights each step and its associated friction points, both online and offline.
Field visit to a Leroy Merlin store to simulate a real customer journey. This in-context observation helped surface key frictions from purchase to project planning.
Audit of the existing interface revealed several usability issues — including vague labels, missing context, and limited user control over key steps.
Current-state journey map highlighting the main steps, emotional drop-offs, and friction points experienced by customers throughout the installation process.
This phase helped validate key pain points and identify new gaps — such as unclear messaging, lack of visibility, and missing context during scheduling.
Challenges
Translating research insights into actionable design decisions came with its own set of challenges. The existing process involved multiple actors (store advisors, customers, artisans, customer support) and had to account for a variety of edge cases. One of the main difficulties was to introduce flexibility without creating confusion or complexity for the user. We needed to provide a better experience, without breaking internal workflows.
Constraints
Several technical and operational constraints shaped the scope of the redesign:
Customers can’t change the installation date directly
Any modification must still go through customer support for operational and legal reasons.
Short time-to-market
This was a pilot project with the goal of scaling it quickly to other partners.
We had no control over the planning tool itself
The scheduling interface was managed by an external system and couldn’t be redesigned at this stage. However, we were able to create a dedicated tracking interface that connects to this flow and improves the overall experience without disrupting existing processes.
Design principles
Our strategy was to enhance the user experience without disrupting existing systems. Since we had no control over the planning tool itself, we focused on creating a dedicated tracking interface that added flexibility, visibility, and self-service — while remaining scalable across multiple retail partners.
Make it self-sufficient
We added clear explanations and intuitive actions to reduce dependency on customer support.
Keep it clear and manageable
The experience was broken down into simple, contextual steps, helping users understand where they were and what came next.
Design for scale
The platform was built using a multi-brand design system, allowing for easy adaptation to different visual identities and partner needs.
Show the right information at the right time
We used progressive disclosure to surface only relevant content, reducing cognitive load.
Multi-brand design system
Although this was a pilot for Leroy Merlin, I designed the UI system with future partnerships in mind.
By introducing a multi-brand design system, we ensured the product could easily adapt to other retailers without duplicating work, supporting both design scalability and business growth.
From usage-level tokens to semantic and brand-specific values — enabling cross-brand theming without changing component-level design.
Solution
We designed a new interface to give customers more visibility, autonomy, and confidence throughout their installation journey. The goal was to deliver a reassuring, self-service experience — from the moment the intervention is scheduled to the day it’s completed.
While the vision included a fully guided and dynamic interface, technical constraints led us to prioritize a more limited MVP for the first release. Below is an overview of the key features — with a distinction between the target version and the delivered MVP.
Secure access via phone number
Customers receive a personalized link by SMS after purchasing an installation service.
To access their project, they simply enter the 6-digit code received on their phone — no account required. This approach ensures quick access while keeping the experience secure and frictionless.
Customers enter the phone number used at checkout and receive a verification code by SMS — no account required.
A guided 4-step planning flow
We redesigned the planning process to help customers share the right information, step by step:
Disponibilités – Propose up to 3 preferred dates and time slots
Chantier – Confirm and complete site details (address, access, housing type)
Photos – Optionally upload media to help the artisan prepare
Récapitulatif – Review and confirm the information before submission
Once completed, users see a full-screen confirmation message and are redirected to their project tracking page.
Customers are invited to provide key details for the installation in four simple steps: availability, site information, optional photos, and a final review before confirmation.
The tracking page
After completing the planning flow, users are redirected to a dedicated tracking page that allows them to follow the progress of their installation step by step.
The page is structured as a vertical stack of contextual blocks, each focusing on a specific aspect of the intervention. These blocks update dynamically based on project status, and may appear or disappear depending on timing.
From this interface, users can:
View and edit their intervention details (date, time slot, location)
Upload additional site photos to help the artisan prepare
Contact the assigned artisan via secure messaging and view their profile
Complete a pre-installation check-in to confirm everything is ready
Track project progress through a visual timeline
Access help resources via the FAQ or customer support section
Sign the completion report (BFT) once the work is done
This modular structure offers both clarity and autonomy, while reducing the need for customer service intervention.
A dynamic view where customers can follow each step of their project — from planning to completion — with real-time updates and actionable blocks.
Live tracking on installation day
On the day of the intervention, customers can track the artisan’s arrival in real time via a location map. This feature provides reassurance and visibility, helping customers prepare for the visit without uncertainty.
On installation day, customers can follow the artisan’s arrival in real time thanks to integrated map tracking.
Share tracking
Customers can share access to the tracking page with someone who will be present on installation day. A secure link gives access to key details like date, location, and artisan info.
If the customer can’t be present, they can securely share project details with someone else — including date, time, and access instructions.
Results and impact
Although this was a pilot project, the redesigned experience already showed clear improvements:
The new flow reduced support requests related to scheduling by an estimated 40%
The tracking page received a satisfaction score of 4.5/5 in early feedback sessions
By letting customers suggest multiple dates, the new planning flow gave artisans more flexibility - reducing project acceptance time to under 90 minutes
The pilot’s success helped secure a new partnership with another retail brand, confirming both the value of the solution and the scalability of the design approach
Final thoughts
This project was a great opportunity to rethink a high-impact service experience - turning a rigid process into a more human, flexible, and scalable flow.
By focusing on user autonomy, clarity, and contextual guidance, we laid the foundation for a solution that not only improves the customer experience but also supports operational efficiency and future business growth.