Do the Job Right - The DunnWell Blog

I am in the facility productivity/technology business at DunnWell.  And I was hoping to garner some useful insights into managing a consumer facility (my house) when I initiated a MyLowes account from the home improvement powerhouse - Lowes.  Boy, was I disappointed.

I assumed that I would be able to log some structured information on assets like my HVAC system (model, serial, filter sizes, last service date) or my refrigerator (manufacturer, filters).  Or I thought I could load up some unstructured data like photos of my stuff under the appropriate sections for quick reference and retrieval at Lowes when I can't remember the particulars.  With a mobile app to use inside the store.  Nope.  Sorry.  Not available.

What I got was an empty file system that basically accepted new files in the form of text notes.  To be fair, my purchase history will be stored online in the future.  But I am willing to bet that purchases will essentially be BLOBs (binary large object files) that do not break down into things like parts lists, maintenance schedules, related user forums, etc.  Now look at me being cynical about the future because my first experience with an application was such a letdown.

So, there are a couple of lessons here for those of us that want to deliver an application in the facility space:

1. Put some structure on the application so that it is obvious how it can be used and how it will be valuable.  Even if it cannot be valuable to everyone, at least those that do value it will know immediately.

2. Solve the initial data problem - or ask the user to help you solve it.  Lowes simply punts on any data that is not derived from a previous Lowes purchase - which makes the application worthless upon first usage.

Maybe Lowes will get it right at some point in the future.  For now, I do not have many plans for MyLowes usage.  We are not making the same mistakes with ServiceNET.  Watch for updates shortly.

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