Lowe’s improves customer experience with an automated paint system that simplifies selection, reduces wait times, and enables a more seamless in-store journey.
Lowe’s has developed an automated paint selection and buying system with Zebra Technologies to improve the in-store customer experience.
The system was designed to address common challenges in paint purchasing, a process that is often lengthy and complex in large retail stores.
In a LinkedIn post, Brittain Ladd, a supply chain consultant and former Amazon executive, highlighted how Lowe’s focused on improving both efficiency and customer experience.
“I had the pleasure of visiting a Lowe’s store in Celina, TX, where they’ve unveiled their automated paint selecting and buying system. Currently, buying paint at big-box stores like Lowe’s, The Home Depot, and Menards, as well as independent paint stores, is a lengthy and frustrating process. Lowe’s decided to improve the process and customer experience,” said Brittain Ladd, Supply Chain Consultant, Chang Robotics.
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Lowe’s aimed to create a more modern, efficient, and intuitive process that meets the needs of both customers and store associates.
“The goal was clear: a modern, efficient, and intuitive process that meets the unique needs of both customers and associates. That required more than an off-the-shelf solution; it demanded a collaborator capable of fine-tuning every detail to match Lowe’s environment,” said Ladd.
“We knew we were going to need something bright, something that looked cool – a kiosk people would want to walk up to, engage with, and feel comfortable using,” said Will Saake, Sr. Director Technology, Lowe’s.
Zebra Technologies developed and refined prototypes that were tested in-store, allowing Lowe’s to gather real-world feedback and optimise the system before scaling.
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Customers are now guided through a touchscreen interface that asks a series of questions to help select the right paint, simplifying the decision-making process.
Once an order is ready, customers receive a text notification, while associates get updates on handheld devices, reducing the need to remain at the paint desk.
“The result is a smoother, more relaxed experience for everyone: customers can use the waiting time to browse other aisles or pick up supplies for their next project, while associates work efficiently and stay connected to the paint desk in real-time,” said Ladd.
“It really simplifies the experience for both our customers and our associates. We focus on the customer by focusing on the associate, giving them the tools they need to minimise time spent on repetitive tasks so they can spend more time with the customer. Zebra’s technology helps us do exactly that. What emerged was more than an equipment upgrade. The transformation changed how we sell and make paint,” said Saake.
Ladd also noted that the system has strong potential to improve efficiency and reduce inventory-related costs while supporting further innovation in retail operations.
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