The project:
Overview
Revolutionizing residential new construction workflows with equipment scanning technology, flexible submission process, and customer nurturing- keeping Lennox as their first pick for all their HVAC needs.
The current process was entirely manual- from dealers capturing equipment through barcodes to builders submitting rebates using Excel spreadsheets.
Problem:
Re-imagine the current rebate experience introducing automation and reducing manual work by dealers, builders, and Lennox employees.
Goal:
UX designer leading the Rebates & Mobile Scan website and application research and design.
My Role:
• Conducting research
• Paper and digital wireframing
• Iterating on designs
• Making high-fidelity prototype
Responsibilities:
All about the user:
User research
I conducted 9 user interviews with builders and dealers across the country. I created issue and pattern tracker to systemically understand users pain points and frustrations. The research revealed interconnected challenges were undermining Lennox's rebate programs and installation process.
Pain Points
Information:
Participants highlighted fragmented workflows where critical equipment information was difficult to track between builders, dealers, and Lennox.
Payment delays:
The most pressing issue was significant payment delays, with users waiting up to 6 months for rebate processing while expecting 30-day cycles.
Dealer sophistication:
The research also exposed wide variations in dealership sophistication, from professional to "mom and pop" shops, creating inconsistencies in service quality.
User shrines
The project schematically:
Starting design
Here I built schemes and storyboards to clarify and understand information and architecture of the app. After I created paper wireframes and then I proceeded with building digital wireframes with a low-fidelity prototype in order to conduct usability tests with stakeholders and users.
Appmap
It's a structured scheme that outlines the pages and content hierarchy of the website.
I developed an appmap for Lennox supporting the mobile scanning feature.
Paper wireframes
They initially oriented on the basic flow of the app.
Here I sketched two concepts of the app structure: the way the stakeholders wanted which would gate the process behind two yes or no questions and the way I recommended which was to capture that information at the end of the process.
Sitemap
It's a structured scheme that outlines the pages and content hierarchy of the website.
Along with a sitemap supporting builders submitting rebates for processing by Lennox.
Paper wireframes
They initially oriented on the basic flow of the app.
I explored many layouts and options for the new builder portal, none of which were used in the final project. My goal was to design as many layouts as possible for the data-heavy interface.
The clear version:
Refining design
Mockups
These are high-fidelity designs that represent a final product
I created all the app and desktop mockups, incorporating the right design elements such as typography, color, and iconography. Also, I developed all the necessary components and needed elements.
The goal was to demonstrate the final LennoxPros scan app and Lennox Builder Portal in as much detail as possible.
High Fidelity Prototypes
It's the detailed, interactive version of designs that closely match the look and feel of the final product.
I turned my mockups into two prototypes that are ready for user testing, using gestures and motion, which can help enrich the experience and increase the usability of the app.
Looking forward:
Outcome
Now, finally, it remained to pay attention to the impact and several takeaways for future projects.
85% of users report improve rebate processing time
100% reduction of manual work by Lennox
83% reduction in processing time due to automation
62% adoption rate in beta testing
Impact:
Mobile-first design enabled strong on-site adoption, driving a 62% beta uptake, while automation removed manual bottlenecks, resulting in a 100% reduction in internal verification work and 83% faster processing.
What I learned:
