Mapping the Unknown — Introducing Design Thinking to a Digital real estate platform facing new competition

The Challenge:

Our client, a digital real estate leader, found themselves at a crossroads. With new competitors entering the market, they had the technology but lacked the intricate understanding of their customer journey to maintain their edge.

The Solution:

For the first time ever, we opened their eyes to the world of design thinking. Conducting in-depth research, stakeholder, and customer interviews, we shifted from mere data to actionable insights.

We transformed these insights into eight pivotal customer journey maps, a groundbreaking move for the client. These weren't just diagrams; they became the operational north star, guiding them through a now crowded marketplace.

The Outcome:

The client couldn't have been happier. These journey maps are more than just paper; they're the cornerstone for strategic business decisions. The immediate impact? A tailored approach, boosted customer satisfaction, and a clearer path for outpacing the competition.