— Heartland sheds
Enhancing operations and customer experience.
Event
Heartland is a company that specializes in the sale and installation of sheds. With a vast consumer base and hundreds of sheds constructed daily, they faced challenges in effectively communicating the necessary preparation process for all building sites prior to installation causing delays in install.
My Role: Creative Director, Designer & 3D Artist
Goal
Ensure customers clearly understand pre-installation requirements to reduce delays
Improve messaging and resources to guide customers through the prep process
Find a solution to fix current issues with minimal process disruption
Situation
With hundreds of sheds installed daily, Heartland faced ongoing delays due to customers being unprepared for installation. Many were unaware of the necessary site requirements, leading to rescheduling, inefficiencies, and frustrated buyers. The lack of clear communication around preparation steps created bottlenecks, impacting both customer satisfaction and operational efficiency.
Impact
Heartland transformed its site preparation process, reducing installation delays and improving customer experience. Clearer communication strategies, including updated guidelines, visual instructions, and proactive customer outreach, ensured buyers were fully prepared before installation day. As a result, installation efficiency increased, delays decreased, and overall customer satisfaction improved.
Results
80% reduction in call center inquiries related to site preparation.
50% decrease in installation delays caused by unprepared sites.
90% of customers successfully completed site prep without additional support.
Other Work
— Symposium 2025
— Horizontal Digital
— Horizontal DX+
— Horizontal Digital