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Improving the buying process through personlisation.

PROJECT FOCUS

STRATEGY

UX RESEARCH

UX/UI DESIGN

DEVELOPMENT

CHALLENGE

Stockland wanted a way to be able to better qualify their leads whilst giving customers a more guided and personalised enquiry-through-to-buying experience.

APPROACH

We created a digital hub that helped customers with their home-buying journey. After a structured UX research phase, we designed and built an experience that was carefully curated into key “steps” customers could check off in their buying journey. In the background we developed a scoring methodology to help the business qualify leads.

Alongside the hub, we implemented a CX strategy and a multi-channel communication approach that helped drive customers back to the hub, guiding them along the journey to completion.

OUTCOMES

The team at Elephants Can Dance helped Stockland improve their new customer journey by enabling them with a personalised hub - taking the stress out of the complex home buying process.

OUTCOMES

Since the Hub launched the Stockland Sales teams have been able to target callbacks more efficiently, customer sentiment and engagement has improved and

Stockland now has a working model of how personalisation and progressive profiling can help them learn about their audiences and provide queues in when to engage.

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