A reimagined in-store merchandising system that cut through sample overwhelm, aligned retailer and manufacturer around one experience, and eased the decision fatigue of homeowners choosing floors.
The shopper journey for home flooring was frustrating, confusing, and disconnected—eroding consumer confidence in a high-stakes purchase and stalling category growth for retailers and manufacturers alike. Lowe’s and Stainmaster engaged THRIVE to map the current state path to purchase, prioritize key problems to solve, and architect an ideal omni-channel experience
To understand the home flooring journey, we conducted immersive in-home, online, and in-store research that revealed unmet needs and pain points that were barriers to a streamlined experience and a confident, timely purchase decision. Fueled by these opportunities, we iteratively prototyped in-store and digital concepts with shoppers, resulting in a future-state shopper experience blueprint.
An omni-channel experience blueprint for Lowe’s and Stainmaster — a future-state vision that weaves together digital visualization and budgeting tools, reimagined in-store merchandising, and smarter associate support into one seamless flooring journey. The result: less decision fatigue, transforming flooring from a high-stakes purchase gamble into an intuitive, confident, visual decision that reshapes how flooring is researched, seen, and bought.
