Somerville Lumber’s Customer Experience By: Team 8
Turn visitors into customers Majority of revenue from remodeling services Unorganized presentation & lacks appeal Visitation efficiency Does not educate customers Website does not match company values
Needs and Opportunities Interacting and knowledge about Somerville Lumber’s product and service Consulting with employees Educating customers on their service and products More likely to use Summerville Lumber for their services and product
Solutions Added chat with employees Search Customizable Products Redesign Ease of navigation
Name: Mike Burns Age: 46 years old Occupation: Marriage and Family Therapist Location: Lives in Somerville, NJ Marital status: Married Children: One (16 years old) Household Income: $135,000 Home Value: $450,000 Education: Masters Degree in Marriage and Family Therapy Ethnicity: White Return Customer – had a bedroom remodeled 5 years ago Driven by good values and aims to help/benefit the community the best way he can. He is looking to remodel his kitchen and has no prior experience remodeling himself, but has had a job completed by Somerville Lumber in the past. Has no special technology knowledge. Understands basic computer functions such as , social networking (Facebook) and general web browsing. A quote: “I want to remodel my kitchen, including cabinets, a few appliances and new flooring. I am unsure of a complete budget, but don’t want to spend more than $10,000. Defining characteristics: Likes: The easiness of the buying process and costs offered by Home depot Dislikes: The quality of services completed by Home depot, employee’s lack of general knowledge Hobbies: Family time, community work, attending therapist conventions/events, golf, exercise Goals: To remodel his kitchen and retire at age 65 in the same home he currently lives in
Business Case Costs incurred to redesign website Updating of products onto the website when needed Updating recent projects for viewers to see Rotating chat monitoring cycle for employees