Multi-Quote Tendering

Home renovation projects rarely fit into a single category. A kitchen remodel, for example, often includes cabinets, countertops, backsplash, and flooring — each scoped, quoted, and invoiced separately. 

On the website, customers purchasing multiple installation services were required to check out each quote individually. That meant multiple transactions, multiple contracts, and multiple receipts for what customers perceived as a single project.

This fragmented experience created friction at the most critical moment: purchase.

Customers managing multi-category projects had to tender each installation quote one at a time. For a kitchen remodel, that could mean completing four separate checkout flows.

This led to:

• Extended time to complete a purchase 
• Repetitive and frustrating checkout experiences 
• Increased drop-off risk between transactions 
• Contract confusion across categories 
• Operational complexity for associates supporting customers
   

From a business perspective, it also blocked strategic growth. Kitchen projects, one of our key installation categories, could not be fully onboarded to our Project & Installation Management experience without enabling multi-quote checkout. What customers viewed as “one project” was treated internally as four unrelated transactions.

I led the experience strategy and design for enabling multi-quote tendering online. This required close collaboration with product, engineering, legal, and business stakeholders to align on technical feasibility, contract implications, and checkout architecture.

This was not just a UI enhancement. It required rethinking how quotes, contracts, and payments were structured across categories.

We aligned on a clear set of customer and business requirements: 

Customers needed visibility into all invoiced quotes eligible for checkout within a single project context. They needed the flexibility to select individual quotes or bundle multiple quotes together. They needed to complete payment in one transaction, accept a single unified contract, and receive one consolidated receipt.

Associates also needed the ability to share multiple quotes, rather than directing customers to separate purchase flows.

This meant designing a system that preserved category-level detail while enabling a single, cohesive project-level transaction.

One of the core challenges was balancing clarity with flexibility. Each quote represented a distinct scope of work, potentially with its own pricing nuances and disclaimers. However, the purchase moment needed to feel unified.

I designed a project-level checkout layer that:

• Aggregated eligible quotes into a single view
• Allowed selective addition to cart
• Rolled multiple service agreements into one contract acceptance
• Consolidated payment into a single transaction
• Triggered one unified receipt and confirmation flow
   

This approach maintained necessary category granularity behind the scenes while presenting a simplified, project-based mental model to customers.

Launching multi-quote tendering unblocked the Kitchens category from onboarding to our Project & Installation Management experience.

Because kitchen remodels typically include multiple installation categories, it wasn't able to use our “Tender Anywhere” feature, which allowed customers to purchase quotes online without having to go into a store to purchase or over the phone with our sales support team.  Multi-quote checkout became the critical enabler.

This work transformed a structural limitation into a growth opportunity.

This initiative reflects my ability to design for systems, not just screens. It required aligning multiple business units around a shared customer journey and resolving structural constraints that spanned legal, technical, and operational domains.

It also demonstrates how thoughtful experience design can unlock revenue at scale. By reducing friction at checkout and enabling project-level purchasing, we made complex renovations easier to buy.

Most importantly, this project reinforces my approach to product design: understand the customer’s mental model, identify where internal structures create unnecessary friction, and redesign the system to better match how people actually think and buy.