Room & Board

Room & Board has great furniture and great customer service. The goal: Build a website that feels just like walking into a showroom and even gets close to the “sit test”.

THE CHALLENGE

Room & Board offers mid to high-end furniture made by artisans locally in the United States. They pride themselves on world-class customer service and wanted to build an e-commerce website that provided the same care and attention to detail as their showroom experts and delivery teams.

The Room & Board concept was designed around the ability to provide editorial layouts along with powerful browsing and product customization tools. Visual design by HYDRANT.

THE SOLUTION

The first two months included visiting the company’s warehouse and production facilities, sitting with call-center staff, and riding with delivery teams to understand the complete customer experience. Through workshops, we developed a vision of the site that was part e-commerce site, part design assistant and part customization tool. The site design included building fully customizable product pages – fabrics, colors, dimensions – and clearly presenting recommended product combinations. We designed and built a drag-and-drop custom storage wizard that allowed users to design highly complex cabinet systems.

Conversion increased by 17%, time on site by 30% and viewed products per visit tripled.

ROLE

UX Strategy, Lead IA @ HYDRANT

ACTIVITIES & DELIVERABLES

Customer Research, Vision Workshops, Requirements, Process Flows, Wireframes