Lowe's In-store Information System

Across Lowe’s stores, inconsistent and overlapping signage made it difficult for customers to know what mattered, while physical and digital channels often operated as separate experiences. The challenge was to create a clearer information system that could support different departments while helping customers navigate, compare, and make decisions with greater confidence.

I participated in an omnichannel audit focused primarily on the in-store experience and its connections to the app and website, and led a complementary digital audit focused on how web and app supported the store journey. I also documented and simplified existing sign types, developed principles for the new system, and helped translate the strategy into spatial studies, prototypes, workshops, and a scalable playbook tested across four departments.

The work created a shared framework that aligned merchants, marketing, digital, store design, and internal creative teams around a more connected customer experience. It repositioned signage as a service layer within the wider retail ecosystem, giving Lowe’s a clearer way to guide customers and a system that could scale across all 16 departments and the broader store fleet.