Overview

Requested by Malcom McCutcheon, Product on 08/25/20

Description

Product’s home page: https://fergusonprod.atlassian.net/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 products they reorder?

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

People

UX

• Laurie Allen

• James Corcoran

Product Team

• Malcom McCutcheon

• Allison Shandy

• Nathan Moore

Other Team Name

• Samantha Burge

• Kyle Saul

• Bill Gates

• Jaselle Spencer

Stakeholders

• Malcom McCutcheon