Lowe's MST App
Redesigned Lowe’s MST app for in-store associates to simplify task management, improve team visibility, and support real-time updates.
Role
Product Designer
Tools
Sketch, Invision, Miro
Duration
4 months
Project Overview
Lowe’s MST associates relied on an outdated Android-based app that made task management frustrating and inefficient. Associates couldn’t see real-time updates, had to refresh manually, and lacked visibility into team progress.
Problem
Navigation was clunky and unclear
Tasks didn’t update in real-time
Associates had to refresh manually and often missed updates
Communication and task visibility were limited
Users
We focused on empowering store associates using Zebra devices across busy store floors, prioritizing visibility and quick navigation.
“I usually just text my team if something changes — the app doesn’t show it fast enough.” — In-store associate, Lowe’s
Key Findings
Inconsistent update behavior across task views
Low trust in current task status
Confusion around task ownership and collaboration
Solution
We redesigned the app around three core pillars:
Simplicity: Clear navigation and a restructured task list that matched mental models
Real-time collaboration: Live task updates, assignment tracking, and note features
In-store focus: Designed for Zebra devices used by associates—keeping thumb reach, contrast, and fast access top of mind
Design Strategy
Before settling on the final UI, I explored:
Card-based layouts vs. expandable list views
Horizontal nav vs. bottom tab vs. persistent left-side filters
Task prioritization logic (urgency, location, team load)
Core experience enhancements:
Redesign Task Homepage: Prioritized by urgency and location, with real-time syncing
Smart Filters: Tasks now filterable by department, status, and due date
Inline Notes + Status: Associates can update progress, leave quick notes, and tag teammates directly
Collaboration & Leadership
Offshore engineering teams to align on real-time sync behavior, offline task access, and technical constraints for Zebra devices
Product managers and store ops to translate day-to-day workflows into intuitive in-app flows
Lowe’s design systems team to ensure component consistency and scalability across internal tools
Task Flows
Scenario 1: User wants to view issues and create a new issue within reset/service task list
Scenario 2: While viewing reset/service issues, the users want to be able to chat about the new issue create and reopen/resolve a previous issue.
Major Screens
Clear Issue Status Tracking
Introduced a dashboard view where associates could quickly check issue statuses.
Allowed users to filter and sort issues by urgency, date, and status.
Streamlined Management
Introduced pre-set issue categories to speed up reporting and maintain consistency.
Designed a one-tap issue creation feature within resets and services.
Integrated Real-Time Chat
Enabled associates to chat within an issue thread, allowing seamless collaboration.
Designed a persistent chat history, so updates weren’t lost between shifts.
Impact & Results
30% faster issue logging
40% reduction in delays
20% boost in productivity
Increased task completion & accountability
Real-time chat eliminated communication issues
What I'd Improve
This project was still in progress at the time of my departure, with continued iteration planned based on user feedback and rollout insights.
If I had more time, I would have focused on:
Introducing a lightweight onboarding experience to reduce ramp-up time for new MST associates
Enhancing in-app communication features like chat and alerts, which store teams repeatedly flagged as critical for real-time coordination
Implementing an issue list system to better support priority tracking and follow-up between shifts
Weekly design-engineering reviews (with offshore teams) were key in refining features despite occasional pushback — a reminder of how alignment and iteration directly impact product success.
Lowe's MST App
Redesigned Lowe’s MST app for in-store associates to simplify task management, improve team visibility, and support real-time updates.
Role
Product Designer
Tools
Sketch, Invision, Miro
Duration
4 months
Project Overview
Lowe’s MST associates relied on an outdated Android-based app that made task management frustrating and inefficient. Associates couldn’t see real-time updates, had to refresh manually, and lacked visibility into team progress.
Problem
Navigation was clunky and unclear
Tasks didn’t update in real-time
Associates had to refresh manually and often missed updates
Communication and task visibility were limited
Users
We focused on empowering store associates using Zebra devices across busy store floors, prioritizing visibility and quick navigation.
“I usually just text my team if something changes — the app doesn’t show it fast enough.” — In-store associate, Lowe’s
Key Findings
Inconsistent update behavior across task views
Low trust in current task status
Confusion around task ownership and collaboration
Solution
We redesigned the app around three core pillars:
Simplicity: Clear navigation and a restructured task list that matched mental models
Real-time collaboration: Live task updates, assignment tracking, and note features
In-store focus: Designed for Zebra devices used by associates—keeping thumb reach, contrast, and fast access top of mind
Design Strategy
Before settling on the final UI, I explored:
Card-based layouts vs. expandable list views
Horizontal nav vs. bottom tab vs. persistent left-side filters
Task prioritization logic (urgency, location, team load)
Core experience enhancements:
Redesign Task Homepage: Prioritized by urgency and location, with real-time syncing
Smart Filters: Tasks now filterable by department, status, and due date
Inline Notes + Status: Associates can update progress, leave quick notes, and tag teammates directly
Collaboration & Leadership
Offshore engineering teams to align on real-time sync behavior, offline task access, and technical constraints for Zebra devices
Product managers and store ops to translate day-to-day workflows into intuitive in-app flows
Lowe’s design systems team to ensure component consistency and scalability across internal tools
Task Flows
Scenario 1: User wants to view issues and create a new issue within reset/service task list
Scenario 2: While viewing reset/service issues, the users want to be able to chat about the new issue create and reopen/resolve a previous issue.
Major Screens
Clear Issue Status Tracking
Introduced a dashboard view where associates could quickly check issue statuses.
Allowed users to filter and sort issues by urgency, date, and status.
Streamlined Management
Introduced pre-set issue categories to speed up reporting and maintain consistency.
Designed a one-tap issue creation feature within resets and services.
Integrated Real-Time Chat
Enabled associates to chat within an issue thread, allowing seamless collaboration.
Designed a persistent chat history, so updates weren’t lost between shifts.
Impact & Results
30% faster issue logging
40% reduction in delays
20% boost in productivity
Increased task completion & accountability
Real-time chat eliminated communication issues
What I'd Improve
This project was still in progress at the time of my departure, with continued iteration planned based on user feedback and rollout insights.
If I had more time, I would have focused on:
Introducing a lightweight onboarding experience to reduce ramp-up time for new MST associates
Enhancing in-app communication features like chat and alerts, which store teams repeatedly flagged as critical for real-time coordination
Implementing an issue list system to better support priority tracking and follow-up between shifts
Weekly design-engineering reviews (with offshore teams) were key in refining features despite occasional pushback — a reminder of how alignment and iteration directly impact product success.
More Work
More Work
Lowe's MST App
Content
Role
Product Designer
Tools
Sketch, Invision, Miro
Duration
4 months