User Actions
- Encounters a bonding or sealing challenge in project
- Realizes current product is failing or unavailable
- Gets spec requirement from engineering team
- Receives referral from colleague or distributor
- Searches Google for specific adhesive type or industry use
- Visits chemical-concepts.com via search or direct URL
- Browses Products menu by type or industry
- Checks Brands and Collections pages
- Explores Industries / Markets section
- Views product pages for specifications
- Downloads or requests datasheets & SDS
- Watches videos in Resource Center
- Reads FAQs for application guidance
- Compares products across adhesive types
- Checks Integra Color Match Tool if applicable
- Clicks "Tell Us About Your Project" CTA
- Calls 1-800-220-1966 or emails sales team
- Describes application, volume, and timeline
- Receives expert recommendation & quote
- May request samples for testing
- Reviews and approves quote
- Sets up or logs into account
- Submits PO or credit application
- Confirms order details with account rep
- Receives order confirmation and tracking
- Places repeat orders via account portal
- Contacts rep for next project or new spec
- Adds Chemical Concepts to approved vendor list
- Refers colleagues or recommends to procurement
- Expands to new product categories
User Goals
- Find a product that solves a specific technical problem
- Identify trusted supplier quickly
- Avoid downtime or production delays
- Confirm CC carries the right product category
- Assess credibility and industry specialization
- Find proof CC serves their industry
- Validate product meets spec requirements
- Get documentation for internal approval
- Understand application limits and proper use
- Get expert guidance on the right product
- Obtain accurate pricing for budget approval
- Build confidence in the supplier relationship
- Complete purchase with minimal friction
- Get product on-time for project deadline
- Set up payment terms that work for the org
- Ensure consistent supply & pricing
- Streamline reordering process
- Expand supplier relationship over time
Touchpoints
Colleague Referral
Distributor Rec.
Industry Event
Trade Publication
Google Search
Homepage
Products Menu
Industries Page
Brands Page
Product Detail Pages
Resource Center
Datasheets / SDS
Video Library
Color Match Tool
Project CTA Form
Sales Email
Phone (1-800)
Account Rep
Sample Request
Quote PDF
Account Portal
PO Submission
Email Confirmation
Shipping Notification
Account Portal
Account Rep Check-In
New Product Alerts
Reorder History
Pain Points & Mitigations
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Unclear where to start
Add industry-specific entry points on the homepage (e.g., "I work in Aerospace / Manufacturing") to route visitors immediately.
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Time pressure to find a solution
Highlight express fulfillment prominently on product and category pages to signal responsiveness.
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Unfamiliar with the product landscape
Offer a guided "product finder" tool linking application type and substrate to a recommended product.
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No visible pricing
Show indicative pricing ranges or volume tier previews; let users unlock exact pricing by creating an account.
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Hard to identify industry fit
Make Industries/Markets a primary nav item and add industry-match badges to product cards.
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Too many product options
Introduce narrowing filters by substrate, cure type, and operating temperature on category pages.
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Unclear if CC handles large orders
Add explicit "Enterprise & Volume" messaging on the homepage and account pages with minimum order callouts.
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Datasheets hard to locate
Pin a prominent "Download Datasheet" button above the fold on every product page.
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No side-by-side comparison tool
Build a product comparison feature (up to 3 products) surfaced on category and search results pages.
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Certifications not visible upfront
Display MIL-SPEC, ISO, and other certification badges directly on product cards and detail pages.
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Slow or uncertain quote turnaround
Publish a stated response SLA (e.g., "Reply within 4 business hours") confirmed via auto-reply on form submission.
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No clear response time expectation
Add a live chat or meeting scheduler link so prospects know exactly when to expect contact.
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Friction in the project intake form
Simplify the "Tell Us About Your Project" form to 3–4 required fields with optional detail fields for complex specs.
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Long internal PO / approval process
Provide a pre-filled quote PDF formatted for easy internal routing, with line items and compliance fields included.
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Account setup is complex
Streamline registration to a single step; defer Net 30 credit application to after a first order is placed.
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Unclear lead times at purchase
Display estimated ship and delivery dates on the order confirmation screen and in the account portal.
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Manual, friction-heavy reorder process
Enable one-click reorder from order history and offer optional standing order scheduling for recurring needs.
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No proactive rep outreach
Implement a quarterly account review cadence for accounts above a spend threshold.
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Unexpected price changes at renewal
Offer contracted pricing tiers for accounts committing to annual volume minimums, reducing renewal friction.