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HVAC Quote Redesign
Project: New HVAC Quote Redesign (Phase 1)
Role: Lead UX Designer
Product Area: Customer Facing
Device Design: Mobile and desktop 
Timeframe: Launched in March 2025
Outside of Case Study Scope: Additionally lead the redesign of the contractor HVAC Quote creation work
Outcome: Played a key role in New HVAC surpassing its 2025 revenue targets and enhancing quote-to-sale conversion through a refined and modernized digital experience
Review 2 1.png
Outcome

This work supported the rapid growth of the New HVAC business:

  • Post Launch Revenue: New HVAC exceeded its 2025 goal

    • Target: $95M

    • Actual: $128M

  • Conversion: Funnel conversion improved from 21.52% → 24.1%, reflecting reduced abandonment and more confident purchase decisions following the launch of the new digital experience.

 

The redesign established a scalable foundation to reach an ambitious $500M New HVAC revenue target by 2028.

 

Completion of this phase directly set up Phase 2:

  • MFE

  • Rebranding

  • Jumbo Quotes for higher‑value, multi‑system installs

Problem

The New HVAC program grew from $13M in 2022 to over $128M by 2025, fueled by modern UX and high demand. However, its success relied on fragile operational framework with manual processes and disconnected tools, leading to confusion and eroded trust among customers and contractors. 

  • Journeys spanned multiple platforms and outdated experiences

  • Inconsistent UI and branding

  • Customers faced uncertainty regarding payment, warranty, and service accountability

  • Payments disconnected from quotes, adding friction at the point of decision​

update

Outdated HVAC Upgrade Designs

Solution
We transformed a fragmented, outdated flow into a modern, seamless experience that makes completing an HVAC upgrade purchase easy for customers.
Design Thinking Process

Partnered with Product to map the current journey, identify pain points, and uncover improvement opportunities using surveys and research insights.


 

  • High‑level journey map

  • Current‑state quote selection flows

  • Research findings: unclear communication, lack of transparency, unclear next steps, AHS vs. Frontdoor brand confusion

Journey Mapping - align and highlight user experiences along with their related pain points.

mapping

User Flows - I reviewed the entire journey—from multi‑brand lead forms and emails to the final payment screen—to understand the customer’s end‑to‑end experience.

Understanding The Current End To End flow From Customer and Contractor Experience 

Closer Look At One of The Outdated Upgrade Screens

Business Goals and Developer Constraints - To align on business goals and developer constraints, the team worked closely to understand each project phase and break the work down intentionally. Given the fragile, highly interdependent “house of cards’ experience, we took a methodical approach to untangling and redesigning it.

Exploration 

Low-Fi Wireframes - Based on requirements and close collaboration with Product, I started with low‑fidelity wireframes to quickly visualize ideas, align thinking, and spark discussion.

Low-Fi Mocks

Design Inspiration - I utilized Mobbin and explored various experiences to identify consistencies in existing design patterns for entry pages, multi-option pages, review pages, and success pages.

Design Inspiration

Closer Look At One of The Outdated Upgrade Screens

Hi-Fi design ready to test with users - After several rounds of iterations and reviews with stakeholders and developers, we landed on a design that we wanted to test with users.

User Research 

I developed an extensive usability test plan and, considering the size of our research team, took full charge of the testing and validation process to ensure our design decisions were informed by direct user feedback.

Prototype

Test Results: Usability testing validated the design direction, achieving a 100% task completion rate and no abandonment. However, feedback highlighted some confusion about the timing of payments.

Testing results 

Design Adjustments: Insights showed confusion about Frontdoor's payment process. We made some layout adjustments and clarified the review page with clear text and a “No payment due today” highlight to reduce uncertainty.

Desk Checks

For most projects I typically engage throughout development, collaborating with engineers to assess builds. We identify minor discrepancies between design and implementation, documenting them in Figma. This teamwork enhances quality and improves the end-user experience.

Review of Developed Design With Notes on Revisions

Next Steps

This design creates a solid foundation, moving away from the legacy experience for ongoing improvements. We've aligned on a "Big Sky" vision and started enhancing key areas like upgrade options and the lead form.

Big Sky Rebranded Future-State

Additionally, we're enhancing the HVAC lead form to provide a clearer success message with specific next steps after submissions.

Lead Form Updates

UPDATE: We launched the enhanced Form at the end of June, resulting in an already notable increases in daily lead submissions.

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