Home Depot plans mobile app refresh to reshape shopping journey

Home Depot’s mobile app refresh was more than a screen update. With e-commerce generating roughly $25 billion in annual revenue, the company said the app sat at the center of how customers moved from browsing to buying, and from buying to store pickup.

Jordan Broggi, executive vice president of customer experience and online, described the app as Home Depot’s front door and said a redesigned experience was coming later this year. For associates, that mattered because the app did not stop at the phone. It helped determine how many shoppers arrived with a clear project plan, how many products were reserved online, and how much of the buying journey still landed on the sales floor, at customer service or at the Pro desk.

If the refresh improved product search and project planning, the effect could be felt in the day-to-day rhythm of the store. Department leads could see fewer basic questions from shoppers who already knew what they wanted. Checkout lanes and pickup counters could move faster if more of the decision-making happened before customers walked through the doors. That would be welcome during seasonal rushes, when associates are already juggling contractor demand, curbside pickups and the kind of product questions that require real trade knowledge.

The harder part was execution. A better app could also create a sharper expectation for inventory visibility, pickup timing and order handoff. Store teams would still have to solve the last mile when a digital promise ran into a real-world exception, whether that meant a missing SKU, a delayed delivery or a customer who needed help turning an online search into the right material count for a job site or a weekend project.

Broggi tied the app closely to the physical store, and that connection was central to the rollout. Home Depot also said it was using artificial intelligence to help customers discover and complete projects, a sign that the digital path to purchase was becoming part of the selling floor itself. For managers, the message was clear: the app refresh was not just about convenience for shoppers, but about how well stores could absorb a more informed, more demanding customer flow without letting the handoffs break down.