21 Jul 2025
Making data collection understandable to ensure reliable operational decision-making
And thus transform imprecise data collection into a decision-making tool before intervention.
The problem
Before a home intervention, we asked the individual to check conditions for installation via a linear form. People didn’t know how to respond. As a result: imprecise, sometimes contradictory answers, which were unusable for preparing the intervention. The core of the issue was twofold: a non-expert audience facing a tool designed as a checklist, and an operational chain that needs reliable data to anticipate and decide on the feasibility of a Client's order for product installation at their home.
My role
End-to-end UX redesign · Journey architecture · Conditional logic · Micro-copy · Prototyping
Checkin HO - Nominal flow, MVP version of Installation Tracking (initial situation)
Challenges
On the product side, it was necessary to make the collection comprehensible and guided for Home Owners who are not familiar with the topic. On the operational side, it was necessary to ensure reliable decision-making before installation to limit errors, rescheduling, and customer service friction. UX and data quality were inseparable.
Design decisions
First decision: move away from the linear form to design a conditional multi-step journey. One screen, one objective. The logic adapts according to the responses to reduce cognitive load and limit errors. Assumed trade-off: more screens to navigate in exchange for better understood and more coherent responses.
Second decision: standardise responses in Yes / No / I don’t know. Rather than forcing certainty, I preferred to acknowledge uncertainty and handle it downstream through intermediate states. Trade-off: more precise management on the logic and business side, against an immediate reduction in false or approximate responses.
Third decision: refine the micro-copy and pedagogical aids. Concrete formulations, without jargon. Targeted visual checklists to clarify what matters before installation. Trade-off: more editorial attention but fewer ambiguities and directly usable responses.
Role and stance
I led the end-to-end redesign: audit of the existing system, flow architecture, conditional logic, micro-copy, state management, and edge cases. I produced interactive prototypes to align product and business, and co-designed the trade-offs with the Leroy Merlin teams. My stance: pragmatic. Improve a journey already in production without completely rebuilding it, prioritising deployability and data quality. Explicit goal: assist decision-making, not just collect checked boxes. Each trade-off was documented. These choices allowed us to transform a form perceived as a constraint into a decision-making tool, useful for both the individual and the operational side.
Demo extract prototype V1 - conversational and decision-making flow
We can see here how content changes depending on the sequence of user responses and adapts to their use case, the strength of a decision-making diagram combined with a much more natural mode of interaction. The challenge was not to add complexity but to better guide decision-making.
Impact (qualitative signals)
The journey is perceived as clearer by individuals. The responses are more coherent and directly usable by internal teams. Areas of ambiguity before installation decrease, and the decision-making base is more reliable. The approach has favoured adoption and strengthened collaboration with operational teams.
What this project says about my way of working
I design first for understanding and data quality. I am willing to increase the number of screens if it reduces errors and facilitates user choice. I make uncertainty visible (“I don’t know”) and anticipate its handling. I secure trade-offs through the prototype and deliver deployable solutions under existing constraints.
To conclude
This project illustrates my way of approaching product issues: starting from a concrete irritant, transforming it into a problem of understanding and decision-making, then designing a pragmatic, deployable, and value-oriented solution.
Even when subjects are constrained by the platform's global priorities, I strive to design useful short-term solutions while maintaining a systemic vision that is reusable in the longer term.
To go further: my Experience Feedback (REX)
The first guerrilla user tests confirmed a good understanding of the new verification mechanism before installation. The guided journey and standardised responses were generally well assimilated by individuals.
At the same time, the subject was evaluated as costly in technical effort compared to the platform's global priorities. Other business and functional projects, deemed more critical in the short term for the business, led to a deprioritisation of this initiative.
From a strategic perspective, this work opened up broader prospects: the establishment of toggle button components and conditional logic could have served as a reusable foundation, especially for other sensitive journeys like professional checks before and after intervention from the Craftsman side.
Due to lack of bandwidth and organisational priority, this vision has not been pursued at this stage. However, the project has fed into the reflection on designing reusable platform components and the interest in equipping user decision-making rather than simply collecting information.
