1. Somerville Lumber’s Customer Experience By: Team 8

2. 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

3. 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

4. Solutions  Added chat with employees  Search  Customizable Products  Redesign  Ease of navigation

5. 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

6. 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