Case Study · Real Estate Customer Experience & Digital Transformation

Wasl. การจัดทำแผนผังเส้นทางประสบการณ์ลูกค้า (CX Journey Mapping) ในธุรกิจอสังหาริมทรัพย์

กำหนดกว่า 90 ขั้นตอนและพัฒนา 18 เส้นทางลูกค้าโดยละเอียดสำหรับ Wasl ครอบคลุมประเภทที่อยู่อาศัย เชิงพาณิชย์ และการเช่าที่ดิน จัดเวิร์กช็อป 4 ครั้งเพื่อจัดแนวผู้มีส่วนได้ส่วนเสียในการปรับปรุงประสบการณ์ที่ยึดลูกค้าเป็นศูนย์กลาง และเพิ่มประสิทธิภาพกระบวนการสำหรับการปรับปรุงเส้นทางในอนาคต

Customer ExperienceJourney MappingJourney Design

Client

Wasl

Industry

Real Estate Customer Experience & Digital Transformation

Date

2024-11-05

Timeline

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01 —The Impact

The results, up front.

Stages Defined

90+

Across both "As-Is" and future customer journeys.

Customer Journeys Designed

Spanning residential, commercial, and land leasing categories.

Workshops Conducted

Engaging key business units to align on customer journey improvements.

Enhanced Customer Journeys : The developed "Future" journeys were more streamlined, reducing friction and addressing key pain points. Actionable Recommendations : Provided Wasl with a clear path forward, including detailed actions, improvements, and opportunities for each customer journey stage. Stakeholder Alignment : Achieved a unified understanding among stakeholders about the importance of customer experience and the steps needed to enhance it.

02 — The Challenge

Where they started.

We initiated the digital transformation project for Wasl by mapping the "As-Is" customer journeys for various business categories and subsequently developing "Future" journeys. This process involved a series of workshops and stakeholder interviews to ensure that the newly designed journeys accurately reflected the customer experience and effectively addressed any existing pain points.

03 —What We Did

The work.

Residential and Freehold Journeys (4 Journeys) Payment P…

Residential and Freehold Journeys (4 Journeys) Payment Plan : Spanning 7 stages with 44 steps.

Off-Plan

Comprising 5 stages and 22 steps.

Ready

Encompassing 7 stages and 40 steps.

Lands Ready

Featuring 5 stages with 31 steps.

Residential Leasing (1 Journey) Ready

Covering 7 stages and 35 steps.

Commercial Leasing (1 Journey) Ready

Encompassing 7 stages with 40 steps.

Land Leasing & Leasehold (3 Journeys) Ready (WLC) : Incl…

Land Leasing & Leasehold (3 Journeys) Ready (WLC) : Including 6 stages and 36 steps.

Ready (ILAC)

Comprising 6 stages and 37 steps.

04 — Approach & Methodology

How we got there.

Actions : Updated actions to streamline the customer experience and reduce friction points.

Opportunities (How/Who) : Identified new opportunities for enhancing the customer experience and assigned responsibilities for implementing these changes.

Improvements (How) : Suggested specific improvements, including process changes and technological enhancements.

Internal Processes : Updated internal processes to better align with customer needs.

Touchpoint & Emotion Clusters : Refined touchpoints to ensure positive customer emotions at every interaction.

05 —In Practice