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.

EasyBuild Customer Journey - image 1 - student project

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

Research (Landing > Search > Listings)
Evaluation (Details > Blog content > Seller profile/reputation)
Purchase Inquiry (Chat/Call > Price negotiation > Booking)
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

Collect Data: Conduct interviews/surveys with Arjuna-type contractors and Nadeesha-style DIY builders, guided by the above questions.
Identify Friction Points: Map where users get stuck, e.g., no price transparency, rating absence, delayed contact.
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
Prioritize & Roadmap: Rank improvements by impact/complexity, propose MVP features for easybuild.lk.
Stakeholder Presentation: Show persona journeys, friction points, proposed features, and phased rollout plan linked to business goals: increase leads, faster bookings, repeat customers.

Kalana Dias

Full Stack Developer

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