User Journey Map

Perigee Direct — Prosumers & DIYers

End-to-end buying journey for hobbyists, home improvement enthusiasts, prosumers, and small shop owners purchasing specialty adhesives, sealants, and repair chemicals directly online.

Direct-to-Consumer Ecommerce DIY & Prosumer Home, Hobby & Small Shop Same-Day Shipping Transparent Pricing
Primary Personas
Jamie — Home Improver
DIY Homeowner
  • Fixes and upgrades their own home
  • Searches Google for specific repair solutions
  • Wants clear "how to use" instructions
  • Price-sensitive; compares with Amazon
  • Trusts well-known brands like Loctite, 3M
Alex — Maker / Hobbyist
Prosumer Creator
  • Builds models, RC vehicles, crafts, custom parts
  • Researches product specs before buying
  • Values accuracy and performance data
  • Active in maker forums and YouTube communities
  • Willing to pay more for the right product
Chris — Small Shop Owner
Micro-Business / Trade
  • Runs a small repair, upholstery, or fab shop
  • Buys in moderate quantities; cost matters
  • Uses Net 30 accounts when available
  • Needs fast, reliable delivery to keep jobs moving
  • Loyal to suppliers that get it right the first time
Taylor — Enthusiast
Auto / RC / Outdoor Hobbyist
  • Works on vehicles, equipment, or outdoor gear
  • Needs industrial-strength products not at Home Depot
  • Reads reviews and datasheets carefully
  • Often buys from specialty sites instead of big-box
  • Shares recommendations in enthusiast communities
Full Journey — Stages & Swimlanes
Swimlane
Awareness Problem or Need
Discovery Finding the Right Product
Consideration Comparing & Deciding
Purchase Checkout & Order
Delivery & First Use Receiving & Trying
Retention & Advocacy Repeat & Refer
User Actions
  • Something breaks, cracks, or needs bonding
  • Starts a new project requiring specialty adhesive
  • Searches "best glue for [material/application]"
  • Sees a YouTube video or forum post using a product
  • Can't find the right product at Home Depot or Amazon
  • Lands on PerigeeDirect.com via Google or referral
  • Uses search bar or browses Products menu
  • Filters by brand (Loctite, 3M, Devcon), type, or use
  • Explores "New & Back in Stock" or "On Sale"
  • Checks Industries page for application match
  • Reviews product detail page: description, specs, price
  • Downloads or views datasheet via Datasheet Server
  • Checks stock availability and estimated lead time
  • Compares quantity break pricing (volume discounts)
  • Reads or looks for customer reviews
  • May check competitor pricing on Amazon or elsewhere
  • Selects quantity, adjusts with +/- buttons
  • Adds to cart
  • Reviews cart and proceeds to checkout
  • Enters shipping address & payment details
  • Applies any discount codes
  • Confirms order and receives confirmation email
  • Receives shipping notification
  • Gets package (same-day if ordered by 2pm CST)
  • Reads product label and application instructions
  • Accesses datasheet or video for usage guidance
  • Applies product and evaluates results
  • May contact support if issues arise
  • Reorders same product for next project
  • Explores related or complementary products
  • Applies for Net 30 credit account
  • Leaves review or shares in online community
  • Refers Perigee Direct to friends or fellow enthusiasts
User Goals
  • Quickly identify which product will solve the problem
  • Find a trusted source for specialty chemicals
  • Avoid wasting money on the wrong product
  • Locate the right product fast without confusion
  • Confirm PD carries what they're looking for
  • Trust the site is legitimate & reputable
  • Confirm this is the right product for their application
  • Understand if the price is fair
  • Feel confident before buying
  • Complete purchase quickly and easily
  • Get the best price or deal
  • Know exactly when the order will arrive
  • Receive the order fast and intact
  • Use the product successfully
  • Feel the purchase was worth it
  • Have a reliable place to source specialty chemicals
  • Save time on future projects
  • Feel like a smart, informed buyer
Touchpoints
Google Search YouTube Reddit / Forums Word of Mouth
Homepage Search Bar Products Menu On Sale Page New & Back In Stock
Product Detail Page Datasheet Server Volume Discount Table Stock Indicator Resources & Data
Cart Checkout Page Order Confirmation Email Net 30 Application
Shipping Notification Package & Label Datasheet Server Support Email / Phone Perigee Repairs
Account Portal Order History Net 30 Account Blog / How-To Content Email Newsletter
Pain Points & Mitigations
  • Overwhelming product choices Add a "What do you need to bond?" guided selector on the homepage to narrow options by material and application.
  • Unclear which adhesive type to use Publish SEO-targeted how-to articles (e.g., "Best adhesive for plastic to metal") that link directly to matching products.
  • Specialty products unavailable locally Target "buy [product] online" and location-based search terms; position same-day shipping as the local alternative.
  • Unfamiliar site raises trust concerns Add trust signals to the header: years in business, parent company (Chemical Concepts), secure checkout badges.
  • Search doesn't return expected results Improve site search with synonym matching and "did you mean" suggestions for chemical trade names and brand variants.
  • No way to browse by material type Add a "Shop by Material" browse path (plastic, metal, rubber, wood, etc.) as a primary navigation option.
  • No customer reviews visible Integrate a review platform and surface star ratings on product cards and detail pages to build social proof.
  • Unclear if product fits their application Add "Works With" material tags and a compatibility note (e.g., "Best for: rigid plastics, metal, wood") to each PDP.
  • Datasheet link not easy to find Surface the datasheet download as a prominent button in the product info section, not buried in fine print.
  • Uncertainty about hazmat shipping Add a clear callout on affected product pages explaining shipping restrictions and available alternatives.
  • Guest checkout path is unclear Make guest checkout the default first option; offer account creation as an optional post-purchase step.
  • Shipping cost surprise at checkout Show a shipping estimator on the cart page before the user begins the checkout flow.
  • No estimated delivery date on product page Display a dynamic message (e.g., "Order by 2pm CST — ships today, arrives Friday") directly on the PDP.
  • No usage instructions in the box Include a printed quick-start insert and a QR code linking to the product how-to video or datasheet.
  • No follow-up guidance after delivery Trigger a post-purchase email at estimated delivery with application tips, safety notes, and a link to the datasheet.
  • Support is hard to reach quickly Add live chat during business hours and a clear callback option for post-purchase questions and issues.
  • No loyalty or rewards program Launch a points-based rewards program (e.g., 1 point per dollar spent, redeemable for discounts on future orders).
  • Reordering requires too many steps Enable one-click reorder from order history; surface a "Buy Again" shortcut on the homepage when logged in.
  • No community or content hub Build a projects/inspiration gallery and a maker-focused blog to encourage return visits and community sharing.
Legend
User Actions
Goals
Touchpoints
Pain Points & Mitigations
Pain Point (bold red)
Mitigation (green, indented)
Perigee Direct User Journey Map · perigeedirect.com · Prosumers & DIY Audience · Generated April 2026