Case Study · Real Estate Customer Experience & Digital Transformation

Transformation der konzernweiten Customer Experience bei Emaar Properties

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Customer ExperienceDigital TransformationCX Journeys

Client

Emaar

Industry

Real Estate Customer Experience & Digital Transformation

Date

2024-09-09

Timeline

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01 —The Impact

The results, up front.

Solutions

Journeys for the Emaar One, U by Emaar Website (CX), Design for Reel Cinema, Design of the Sales Kiosk, Happiness Center Revamp, Broker Direct App, Salesforce Employee Journeys

Verticals

Properties, Hospitality, Entertainment, Retail

Months

From research of real-time behavior in Dubai Mall sales kiosk, to data management consulting, to Emaar One App

As a result, we have delivered several initiatives, including: Happiness Center Research Sales Kiosk Research Designs, UI & Wireframes of Emaar One App, Customer & Broker Direct Apps Journey Mapping Mystery Shopping & Touchpoint Analysis Customer Research Solution Design (Emaar One App, Reel Cinema Information Screens, Kiosk Interfaces) Modeling (Data)

02 — The Challenge

Where they started.

Our team has worked with at least 8 stakeholders in different business verticals delivering solutions that would become the future of Emaar. Emaar One : ideation and journey mapping, effectively the kick off of the project was done by our team. U by Emaar : the new web platform was co-developed with a digital agency, loyalty team & Emaar IT. Our role being CX. Broker Direct : unfortunately, didn't fly while we were on board. Was based on our journey mapping input & support. Reel Cinema : the new info screen in the newly transformed outlet in Dubai Mall was designed & delivered from A to Z. Customer Happiness Center : a behavioral research was provided to ensure service consistency and quality Sales Kiosk : another behavioral research to understand how the traffic in Dubai Mall reacts to the kiosk (external context) and how people convert outside and inside (internal context). Based on this we have came up with a design philosophy of the future Emaar Sales Kiosks Salesforce Implementation : employee pain points mapping to define how the future solution set up can help them EDM Strategy : full-fledge approach to group EDMs

03 —What We Did

The work.

In each and every case that we have been requested to ch…

In each and every case that we have been requested to challenge, and across multiple domains we have used various strategies, frameworks and tools including: Mystery Audits

04 — Approach & Methodology