Aligning user centric creativity with business goals to drive success. Design strategy, shadowing, workshop facilitation.
A real estate company using technology to enable broker handling more than 25 properties per month. (usually it would be 5)
The internal tool team responsible for providing brokers the necessary technological resources, needed to formulate their action plans for the upcoming two quarters.
What are broker problems in the current journey?
Will solving those problems increase the revenue?
What was deliver and how
Some of the details in this case
study may be vague to protect
the client's intellectual property.
Workshop planning
Workshop facilitation
Prioritisation table
User journey
ICE framework
Driver tree
Roadmap
Working on a tight deadline we delivered a define action plan for the company internal
tools team in coherence with user needs and business opportunities.
Using the design thinking method, after emphasising with broker during a 2 days contextual inquiry in Leipzig, we had to define problems.
The company was aware of certain issues, but there was no established source of truth or consensus regarding which problems truly had a significant impact on broker performance.
With a round of investments coming up, the company did not want to miss the opportunity to unveil it’s technological innovation plan for the next 2 quarters.
the acquisition journey, which is the journey for an acquisition broker in charge of meeting a home owner and successfully signed an order contract si that the owner is selling with Mcmakler.
the selling journey, which is the journey for a selling broker in charge of selling the property.
Journeys are composed by 4 pillars :
With a home selling market going down, we decided to focus on the broker selling journey
Solution
A workshop to define a clear broker selling journey
The workshops accelerated progress on the goal. Getting everyone in the room at the same time meant we didn’t need endless meetings or calls. Gathering technical, legal, design, brokers, and C level all together meant we were all on the same page from the start.
Having the selling journey as the based material makes the workshop more efficient. It helps participants start a discussion and argue over the solution to better it. That way we avoid the blank page issue.
A 2-hour workshop strikes a balance by delivering valuable insights while considering participants' limited time and ability to stay engaged. It enables focused learning and interaction without causing major disruptions to participants' work schedules, making it an efficient and effective choice for gaining a better understanding of the broker journey.
2 very simple goals for this workshop
Paring 1 person from the Headquarter with 1 broker was essential to unable understanding of each other problematics and ensure a global agreement on the workshop outcome.
For an immersive and collaborative experience, the physical workshop setting proved most conducive, as depicted in the forthcoming images
As we work to enhance the selling broker user journey, we've identified key challenges that have a significant impact on this process. Specifically, we've concentrated on pinpointing missing applicants and optimising the alignment of applicants with properties.
The images below visually depict the notable improvements in our selling broker user journey, showcasing the initial state and the transformed outcome.
After the workshop, we harnessed the power of the ICE technique to systematically prioritise the pain points we had identified in the selling broker journey.
ICE, standing for Impact, Confidence, and Ease, allowed us to evaluate each issue based on its potential impact, our confidence in implementing a solution, and the ease with which it could be addressed.
Let's delve into the prioritised pain points and the corresponding solutions:
Pain Point 1 - No Applicant for Property
Solution: To address the issue of missing applicants, we implemented a data matching system that connects recent past applications with new properties on the market. This intelligent matching ensures that the right applicant finds the perfect property.
Expected Impact: With the implementation of this solution, we anticipate a 20% increase in the conversion rate by the same date next year
Pain Point 2 - Mismatched Applicants and Properties
Solution 1: We introduced pre-call appointments before on-site visits, enhancing the alignment of applicants with properties
Solution 2: By incorporating the collection of financing information during the application process, we further ensured that applicants are well-matched with the properties they pursue.
Expected Impact: By solving pain point 1 and 2 we think it will participate in the 20% increase in the conversion rate.
Pain Point 3 - Complex Reporting After Visits
Solution: Simplifying the post-visit reporting process, we integrated reports within our internal tool in an accessible form for brokers. This allows for a straightforward and efficient reporting mechanism.
Measured Impact: Our integrated reporting system reduced the reporting process duration by an impressive 40%, enhancing the speed and efficiency of post-visit reporting. Now more than half of our broker are taking less than 9s to report their visit appointment.
Pain Point 4 - Manual Handling of Offers
Solution: We enabled brokers to manage offers within our internal platform, providing a centralized space to view offers, documents, and approve offers, streamlining the application process.
Measured Impact: 50% reduction in offer qualification time, expediting the offer processing and application advancement. We want from 15 min manually to less than 50 seconds with our digital solution.
Pain Point 5 - Delays in Expose Publishing
Solution: To expedite the exposure process, we empowered brokers to make corrections directly within the software. These corrections are swiftly approved by our expose team before going live, significantly reducing delays.
Expected Impact: Reducing the time it takes to publish exposes by 35%.
Pain Point 6 - Time-Consuming Document Gathering
Solution: Owners can now download documents before their appointments with brokers, streamlining the process and saving valuable time.
Expected Impact: reduction in the time spent on document gathering from 2 weeks to 1.
Pain Point 7 - Losing Time with Paper Contracts
Solution: To streamline the contract process, we provided all brokers with access to DocuSign. This digital solution has revolutionized our operations, making it convenient for brokers to manage and order contracts efficiently.
Expected Impact: Reducing contract processing time by 45%, making it more efficient and convenient for brokers.
In closing, our journey has transformed the broker experience. Our collaborative tech efforts, strategic design, and new solutions have paved the way for a brighter future.
Our story is one of continuous improvement and commitment to our brokers. We're excited for what's next and ready to embrace it. Our journey is ongoing, all about progress and better experiences.
