Overview
Requested by Malcom McCutcheon, Product on 08/25/20
Description
Product’s home page: /wiki/spaces/EMPR/pages/793772187
UXR Study Plan
Find-ability is the number one problem on Ferguson.com and we can only tune the search engine so much. How can we help customers to find common products they orderreorder?
What is the problem?
Why do so many customers buy offline instead of online?
Why do they typically buy only 300-400 of the vast catalog of products we offer?
LA: is it easier to order online if they’ve seen the product/code in the branch or if they have a scan book/bin labels? Can’t know from the data. If customer mentions scanning, pursue it.
How did you become aware of the problem?
Report from product based on data analysis and customer interactions.
Who is affected (customer, associate)?
Targeting customers who complain about the site search and frequently reorder similar or same products.
May be Dedicated Purchaser (see persona), also other roles that reorder frequently.
OK to consider B2C “solutions” if applicable to B2B audience.
Focus first on Residential Trade, branch out to other KOBs based on what we learn.
What is the value to the business and/or customers?
Increase reorder revenue $12M
Ideal outcome
Move them from offline to online
Known constraints
Resources needed to handle large data set and diverse customers
Current tech stack