EasyBuild.lk is a website that I built to provide users with easy options to find and purchase construction supplies online. In this project, I will be analyzing the customer journey of users visiting my website.

Personas

1. Arjuna

• Age: 45 · Role: Small-scale contractor

• Background: Runs a one-man civil works business; sources materials and subcontractors locally.

• Goals: Quickly find and secure quality construction materials & services at fair prices.

• Current Usage: Browses listings weekly via desktop, reaches out via calls or chat to confirm stock.

2. Nadeesha

• Age: 33 · Role: DIY homeowner

• Background: As she builds her first family home, she needs guidance on materials and services.

• Goals: Educate herself, compare options, minimize risk with reliable suppliers and services.

• Current Usage: Scans listings via mobile, reads blog posts, and contacts sellers to request quotes.

Touchpoints & Phases

1. Research (Landing > Search > Listings)

2. Evaluation (Details > Blog content > Seller profile/reputation)

3. Purchase Inquiry (Chat/Call > Price negotiation > Booking)

4. Support & Follow up (Post inquiry support, technical advice, logistics)

User Paths

• Arjuna begins with project scope, searches by category or location, compares bulk prices, contacts sellers to confirm stock and logistics, negotiates, and books supplies or services.

• Nadeesha begins with a checklist and photos, filters by service quality/reviews, contacts the seller for advice, asks for recommendations, and books a contractor or source via chat/email.

Phase-by-Phase Analysis

Phase 1: Research

• Needs & Wants: Fast access to relevant filters (location, material type, services); trust in current listings.

• Actions: Use the search bar, filter listings, scan featured categories, and blog content.

• Perception: Mixed functional interface, but high info density.

• Interruptions: Confusion over multiple “Contact for Price” labels, absence of price estimates upfront.

• Responsibility: UX team & listing moderation.

Sample Research Questions:

• “Was it easy to filter by category & location?”

• “How long did it take to locate relevant ads?”

• “Did blog posts like ‘Supply Chain Challenges’ aid your research?”

Phase 2: Evaluation

• Needs & Wants: Clarity on stock levels, supplier reputation, specs & certifications.

• Actions: View listing details, quality specs (e.g, “SLS / ASTM standard”), seller location, contacts.

• Perception: Specs are transparent, seller profiles lack reviews or ratings.

• Interruptions: No ratings/comments, fragmented info across pages.

• Responsibility: Content & seller verification.

Sample Evaluation Questions:

• “Could you verify quality standards easily?”

• “Did you feel confident choosing a supplier?”

• “Did lack of ratings deter you?”

Phase 3: Purchase Inquiry

• Needs & Wants: Smooth contact (chat/phone/email), clear lead time, and delivery info.

• Actions: Use chat or email links, request quotes, negotiate.

• Perception: Channel exists, but communication is one-way, with no delivery scheduling.

• Interruptions: Delayed replies, unclear who handles calls, uncertainties over delivery logistics.

• Responsibility: Seller support & technical assistance.

Sample Purchase Questions:

• “Was contacting the seller easy?”

• “Did you feel supported through pricing/logistics?”

• “Any communication breakdown?”

Phase 4: Support & Follow-up

• Needs & Wants: Post-inquiry clarifications, help with handling/unloading, technical advice.

• Actions: Contact phone/email, occasional blog reading.

• Perception: Basic support, no centralized FAQ or follow-up system.

• Interruptions: No guidance on delivery/unloading, no status tracking.

• Responsibility: Operations & support team.

Sample Support Questions:

• “What support did you receive after booking?”

• “Did you have questions about unloading or scheduling?”

• “Were any issues left unresolved?”

Next Steps

1. Collect Data: Conduct interviews/surveys with Arjuna-type contractors and Nadeesha-style DIY builders, guided by the above questions.

2. Identify Friction Points: Map where users get stuck, e.g., no price transparency, rating absence, delayed contact.

3. Brainstorm Solutions:

   • Show price estimates/bid ranges in listings

   • Add seller ratings/reviews

   • Improve chat response workflows and the delivery scheduling system

   • Create an FAQ and blog guidance on logistics & safety

4. Prioritize & Roadmap: Rank improvements by impact/complexity, propose MVP features for easybuild.lk.

5. Stakeholder Presentation: Show persona journeys, friction points, proposed features, and phased rollout plan linked to business goals: increase leads, faster bookings, repeat customers.