Customers interested in buying appliances at Home Depot were dropping out of the funnel due to the lack of inventory on the showroom floor. The Home Depot carries over 3000 appliances online, however, only a small fraction of those models could be found on the floor. A typical customer would spend time researching products before a planned store visit. Most customers wanted to touch the product, others wanted to see them to get a feel for color, finish and size. 3 out of 10 customers who came into the showroom were leaving before purchase.

The launch of The Home Depot Appliance Experience marks the first self-service, transactional in-store appliance experience for any big box retailer.

The Key Performance Indicators were usage-based: serve the customer when the associate was not available, give the associate a sales tool to sell (associate adoption), and to close the sale in the store increasing sales by 10%.