Objectives:

We worked with a sustainable apartment developer to help them understand more about their customers so that they could improve their experience moving forward.

Key Insights:

The client had a great CVP that customers really warmed to but there were a bunch of new competitors coming into the market. We helped the client understand where their opportunities were to improve and to stand out.

We also found that some customers knew what they were looking for but other customers could be educated to focus more on design and sustainability. How do you tell customers about you if they don’t know they are looking for you? An interesting question to solve in the early stages of the customer journey.

Outputs:

• Key research insights

• Customer segments

• Customer personas

• Current state customer journeys

• Information on how to use the artefacts moving forward

Activities:

• Stakeholder interviews

• Quant survey and analysis

• Qual 1:1 interviews with a range of customers

• Research synthesis

• Development of findings and key artefacts with information on how to use them

My role:

• Qual research

• Project lead including project management and findings