Project Overview | IHA Mobile App Design

Best Buy's In-Home Advisor (IHA) program connects customers with dedicated advisors who provide personalized technology consultations in their homes. As the UX/Product Designer, I identified a key usability gap: advisors could not realistically use their laptops while walking through customers' homes, making it difficult to capture notes and recommendations in real time. The existing Microsoft solution had minimal adoption because it exposed a complex workflow that did not align with how advisors worked in the field.

My research began with in-depth discovery, facilitating four half-day stakeholder workshops, conducting a ride-along with an advisor, and running ongoing observation sessions with the field team to align business goals with real-world workflows. Based on these insights, I developed the product strategy and designed a mobile-first UX layer that translated complex backend data into a simple, natural-language interface. Working closely with Engineering, I iterated on the MVP concept to ensure the experience was both intuitive for advisors and technically feasible within the existing Microsoft ecosystem.

The solution enabled advisors to capture customer needs and recommendations in real time during consultations. Following the 2019 MVP design, Best Buy’s In-Home Advisor program expanded to 725 advisors and delivered more than 250,000 in-home consultations in FY2020, achieving an 87 Net Promoter Score (NPS), a measure of customer satisfaction and likelihood to recommend the service.

Key Contributions