SODIC. Real Estate Customer Experience (CX) Journey Mapping

Context, Approach & Methodology

Our approach involved meticulously structuring each customer journey to cover all critical stages. We carefully selected the steps, actions, touchpoints, pain points (for as-is journeys), improvements, and opportunities (for future journeys) to provide a and effective customer experience, ensuring a holistic understanding of the customer experience. Each journey was crafted with the following elements:

• Stages: The journey stage.
• Intent: The purpose at each stage.
• Steps: Actions taken under each intent.
• Actions: Specific actions under each step.
• Touchpoints: Communication channels used (SMS, email, etc.).
• Pain Points (As-is Journeys): Identified friction points under each action.
• Improvements (Future Journeys): Enhancements made compared to as-is journeys.
• Opportunities (Future Journeys): Positive opportunities identified under each action.

Groundwork

As-is Journeys

1. Club S
   • Stages: Awareness, Consideration, Membership, Renewal & Exiting
2. Commercial
   • Stages: Awareness, Consideration, Leasing, Occupancy, Exiting
3. Residential
   • Stages: Awareness, Consideration, Purchase, Post-purchase, Handover, Living

What did we do?

We conducted thorough research, including intensive audits, interviews, and market analysis, to map out the current customer experience. We meticulously identified detailed pain points at each action within every stage. This understanding allowed us to pinpoint specific areas where customers face friction, ensuring that our future recommendations were well-informed and targeted.

Future Journeys

1. Club S
   • Stages: Awareness, Consideration, Membership, Renewal & Exiting
2. Commercial
   • Stages: Awareness, Consideration, Leasing, Occupancy, Exiting
3. Residential
   • Stages: Awareness, Consideration, Purchase, Post-purchase, Handover, Living

What did we improve?

We built on the insights gained from the as-is journeys. We introduced extensive improvements and identified new opportunities at each action within every stage. Our recommendations were based on thorough research and our extensive expertise in the field, aiming to transform the customer experience significantly. The future journeys included detailed improvement strategies and leveraged positive opportunities to enhance customer engagement and satisfaction, ensuring a seamless and customer-centric experience.

Result

Detailed As-Is Journeys: Developed three detailed as-is customer journeys for Club S, Commercial, and Residential, highlighting current pain points and areas for improvement through intensive audits, interviews, and research.

Innovative Future Journeys: Created three future customer journeys with significant improvements and opportunities identified to enhance the customer experience, based on thorough research and extensive expertise.

Understanding: Achieved a thorough understanding of the customer journey, from initial awareness to post-purchase or exit stages, ensuring a seamless and customer-centric experience.