Somerville Lumber’s Customer ExperienceBy: 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 email, 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