Overview

Requested by Rachel Gumpy, Pro Project Team on 3/8/2021

Description

What is the problem?

• Through the Projects Tool, Pros are unable to easily collaborate with the homeowner on cost, allowances (customer shopping), change orders (how it affects price), and overall expenses.

• Homeowners working alone don’t understand how much a project is going to cost or how to track purchases against a budget.

• Internal reps would like to understand the scope of the project with budget breakdown/allowances so they know what products/brands to select or suggest for customers.

How did you become aware of the problem?

Interviews, external focus groups, and workshops that went into the overall flow of a home improvement project.

Who is affected (customer, associate)?

• Pros

  •  

• Homeowners

• Internal Reps: Build and Showroom

• Not just Build/Ferguson customers

What is the value to the business and/or customers?

For Pros and Consumers:

• Looking to understand industry-wide, what are the biggest pain points and improvements?

  • Do not want to narrow it down to a specific website experience

• Better adoption/stickiness of the Projects Tool by providing more value in the tool for Pros and Consumers. This should equate to more time spent on the website and better conversion.

• More valuable customer experience/more robust project management experience in one place.

• Better omnichannel experience between showrooms and website/e-commerce. Budget could maintain across both channels.

• Improve the workflow between the Pro and their clients.

Business:

• We have the option to either build or buy solutions that are the most helpful to the homeowner

Ideal outcome

The ideal outcome of this research project is:

• To understand the difference between the needs of the different segments (Pro and Consumer), where they overlap, and where they diverge.

• Understand and see inside tools that are industry standard for all segments and which features would best serve our users in the Projects Tool.

• Have a list of priorities to do further discovery on or begin to build.

Known constraints

We will need:

• Service work

• A new database table

• We don’t currently import-export to accounting software

People

UX

• Aimeelyn - UX Researcher

Projects Team

• Rachel Gumpy - Product Manager

• Susan Falcone - Product Designer

Stakeholders

• Pro Product Team:

  • Gabe Wardwell (Digital Product Designer)

  • Jaselle Spencer (Pro Product Manager)

  • John Stewart (Pro Sales Manager)

• Other:

  • Laurie Allen (UX Research Manager)

• Resources

  • Mihaela Koban (Historical data from past 4-5 months)

  • Joel Snodgrass (Sales Senior Mgr of the Pro division) - Optional