Creating Robust, Customized Mobile Experiences
A case study on redesigning the Polaris Windows & Doors mobile app to serve diverse user needs, driving efficiency from the field to the factory floor.
-67%
Reduction in Quote Time
Streamlined the sales process from 45+ minutes to under 15 minutes.
+240%
Increase in User Adoption
Grew monthly active users from less than 20% to 68% among field staff.
-18%
Reduction in Factory Defects
Leveraged real-time field data to improve production line quality.
The Challenge: A One-Size-Fits-None App
The existing app failed to provide critical tools for its primary users, leading to low adoption, costly errors, and major inefficiencies across our diverse business models.
Key Pain Points
The Legacy Experience (Pre-Redesign)
Complexity and feature sprawl defined the previous user experience.
Lack of Persona-Specific Workflows
A single, static interface for internal staff, dealer brands (White Label, Private Label, etc.), and homeowners meant critical tools were buried or missing entirely.
Manual & Inefficient Processes
Sales and dealer staff were forced to use outdated methods for quoting and ordering, while field teams delayed critical issue reporting until returning to the office.
High Error and Low Adoption Rates
The consequences were clear: less than 20% field user adoption, a 15% error rate in custom orders due to manual data entry, and a 45+ minute average quote time.
The Solution: A Dynamic, User-Centric Platform
By understanding the distinct needs of each user profile, we designed a flexible, role-based application that delivered the right tools and branding to the right partner at the right time.
Meeting Diverse User Needs
Architecture: One App, Many Experiences
To avoid the cost and complexity of building separate apps, we implemented a smart architecture using a login selector and security tags to deliver customized, white-labeled experiences all from a single, manageable platform.
User Login
Selects Role/Dealer Type
Security Tag
Assigns Brand & Permissions
Custom UI
Shows Relevant Tools & Branding
The Impact: Measurable Results
The new application delivered significant, quantifiable improvements across engagement, efficiency, and quality.