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Office
601 Burj Al Salam, Trade Center, Dubai
Transforming Businesses
Our Impact in Numbers
Our services have helped numerous companies achieve significant improvements in customer satisfaction, revenue growth, operational efficiency, employee productivity, and customer retention. With a track record of delivering results, we are committed to transforming businesses.
Wireframes Designed
500+
Created to optimize user journeys across Wasl’s digital platforms.
Existing Screen Audits
300+
Evaluation of websites, apps, and portals to identify UX improvements.
Digital Strategies
2
Super app vs. specialized apps for better user experience and efficiency.
Quick Facts
Wasl, a leading real estate developer in Dubai, engaged us to develop a digital strategy aimed at enhancing their digital presence and optimizing user experience across various platforms
The scope included three mobile apps, two websites (one specifically for land plots), a customer-facing chatbot, and an internal employee portal. Our goal was to create a streamlined digital ecosystem that would facilitate seamless interactions for both customers and employees, ultimately supporting Wasl's vision of digital transformation.
Contributors
Context, Approach & Methodology
Context
Wasl, a leading real estate developer in Dubai, aimed to enhance its digital ecosystem by unifying its diverse digital assets, including three mobile apps, two websites, a chatbot, and an employee portal. The goal was to create a cohesive digital experience that would streamline user interactions, improve operational efficiency, and position Wasl as a digital leader in the real estate sector. To achieve this, we conducted a thorough audit and proposed a strategic digital transformation plan, focusing on user experience, data-driven insights, and cutting-edge technology integration.
Approach
1. Technology Audit
- Conducted extensive testing on Wasl’s digital assets across iOS and Android devices for apps and multiple web browsers for websites.
- Simulated over 30 real-life user scenarios using the Jobs to be Done (JTBD) framework to identify pain points and usability issues.
- Classified identified issues based on severity using a tiered system:
- L1 Cosmetic Issues: Minor visual discrepancies.
- L2 Minor Usability Issues: Low-priority usability problems.
- L3 Major Usability Issues: High-priority problems impacting user experience.
- L4 Catastrophic Issues: Critical issues requiring immediate resolution.
2. Behavioral Economics Integration
- Identified opportunities to integrate Behavioral Economics (BE) principles to enhance user engagement.
- Recommended strategies such as using social proof to encourage property inquiries and applying choice architecture to simplify decision-making processes.
3. Benchmarking and Strategic Recommendations
- Compared Wasl’s digital offerings with competitors and industry leaders to identify best practices.
- Provided actionable recommendations for quick fixes and strategic enhancements, covering over 200 screens audited.
- Suggested the development of a “super app” to consolidate functionalities, presenting three strategic options:
- Single Super App: Combining all services into one app.
- Two Separate Apps: Dividing transactional and management functions.
- Multiple Specialized Apps: Each app serving a specific function.
Our strategy and digital transformation plan provided Wasl with a clear roadmap to streamline its digital operations. By consolidating digital assets into a unified super app and enhancing data collection and user engagement strategies, Wasl is now poised to deliver exceptional experiences for both customers and employees, while maximizing efficiency and scalability.
The Groundwork
Data Collection and Metrics Framework:
We proposed an AARRR framework for data collection and metrics analysis, which provided a complete picture of user behavior and app performance. Acquisition,Activation, Retention, Referral, Revenue (AARRR): tracking of the user lifecycle to drive targeted improvements.
Digital Roadmap and Organizational Structure:
We outlined a high-level roadmap utilizing the RICE formula to prioritize initiatives based on Reach, Impact, Confidence, and Effort. A new organizational structure was proposed to streamline operations and align with the digital transformation strategy, ensuring that teams could work efficiently towards Wasl's digital goals.
Wireframe Design and Development:
Following the strategic recommendations, we developed over 500wireframes to demonstrate the envisioned super app's structure and user journey. A narrated 6-minute video was created to walk through the wireframes, showcasing key UX improvements and how BE principles were embedded to enhance customer experience.
The wireframes covered all aspects of Wasl's digital presence, including:
- Homepage and Search Filter: Intuitive design to facilitate easy navigation and efficient search.
- Fully Digitized User Journeys: For freehold, residential leasing, and commercial leasing, ensuring users could follow clear, easy-to-navigate steps.
- Service Enhancements: Including service type selection, amenity bookings,parking selection, NOC requests, and more, all fully digitized for user convenience.
- Key App Features: Such as diverse payment options, a document bank, adding tenants, and feedback gathering mechanisms.
- Lands Journey Integration: Complete digitization of the land transaction process, from exploration and inquiry to payment, contract signing, and plot registration.
- Simplified Broker Portal: Streamlined design for broker registration ,notifications, unit reservations, and more.
The Results
The strategy and digital transformation plan we provided enabled Wasl to move towards creating a more unified and efficient digital ecosystem. By consolidating their digital assets into a super app and refining their data collection and user engagement strategies, Wasl is now better positioned to deliver exceptional customer and employee experiences while maximizing operational efficiency and scalability.
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Satisfied Clients
Hear what our clients have to say about our customer experience projects
You can always expect the best from team Renascence. Hard working. Always share their opinion and recommendations with respect. I really appreciate that as a client.I enjoy bouncing ideas with them.
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Their passion for CX and drive towards research and innovation leads to unique and relevant methodologies that result in high quality findings. Teams and stakeholders always enjoy interacting with them.
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From the beginning they felt like an extension of my team, working alongside and independently engaging stakeholders as well as the supporting functions surpassing my expectations.
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Very proactive & patient experts. Always excellent outcome. Loved working with them.
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Great, effective team that goes extra miles and provides great service. Very professional & friendly.
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FAQs
Few questions we frequently encounter in regards to customer experience consulting
What is customer experience consulting?
Customer experience consulting involves helping businesses improve every interaction a customer has with their brand. Consultants analyze customer journeys, identify pain points, and implement strategies to enhance satisfaction, loyalty, and overall customer experience.
Why is customer centricity important for businesses?
Customer centricity focuses on creating positive customer experiences at every touchpoint. It is crucial because it leads to higher customer satisfaction, loyalty, and retention, ultimately driving business growth and profitability.
How can customer experience consulting benefit my business?
Customer experience consulting can benefit your business by providing expert insights into customer behavior, identifying areas for improvement, and developing tailored strategies to enhance customer satisfaction, increase loyalty, and boost revenue.
What are the key components of a successful customer experience strategy?
A successful customer experience strategy includes understanding customer needs and preferences, mapping the customer journey, implementing personalized interactions, gathering and analyzing feedback, and continuously improving processes based on data-driven insights.
How does customer feedback play a role in customer centricity?
Customer feedback is vital for customer centricity as it provides direct insights into customer experiences and expectations. By collecting and analyzing feedback, businesses can make informed decisions to enhance their services and products, leading to better customer satisfaction.
What tools and technologies are used in customer experience consulting?
Tools and technologies used in customer experience consulting include customer relationship management (CRM) systems, customer feedback platforms, journey mapping tools, analytics software, and artificial intelligence (AI) for personalized experiences.
How can businesses measure the success of their customer experience initiatives?
Businesses can measure the success of their customer experience initiatives through key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), customer retention rates, and revenue growth.
What are common challenges in implementing a customer-centric culture?
Common challenges in implementing a customer-centric culture include resistance to change, lack of alignment across departments, inadequate customer data, insufficient training for employees, and difficulty in measuring and analyzing customer experience metrics.
How can personalization improve customer experience?
Personalization can improve customer experience by tailoring interactions, offers, and communications to individual customer preferences and behaviors. This makes customers feel valued and understood, leading to increased satisfaction and loyalty.
What role does employee training play in customer experience consulting?
Employee training is crucial in customer experience consulting as it equips staff with the skills and knowledge to deliver exceptional service. Training programs focus on understanding customer needs, effective communication, problem-solving, and fostering a customer-centric mindset.