Defining How To
“Try On A house"

National Home Builder CUSTOMER EXPERIENCE

 Defining How To “Try On" A house
A National Home Builder approached Frost*collective as they wanted to rethink the typical Welcome Centre format, with an outstanding interior and customer experience strategy. The objective was to allow visitors to have a more personalised and tailored encounter that better serves their interchangeable needs throughout the different stages of their home-buying experience.

To better connect the entire journey, we recommended a multi-dimensional experience which links all the different stages of the experience together. The Welcome Centre, display homes and digital ecosystem, understanding the customers needs and pain-points at every stage of the journey meant we could confidently recommend solutions for delivering a seamless experience.
This meant giving visitors options such as being able to ‘try-on’ the house before their visit, the ability to tinker with design decisions after leaving, or direct access to information they can gather via a personalised portal.

“Elements such as VR tours, which could be done prior to visiting or on-site, as well as 3D-printed mini models of the home you’ve just designed to take home, rather than a flat plan or a complicated architectural drawing, were recommended to round out the experience at every touch point.”

JEANNE OGILVIE
CUSTOMER EXPERIENCE STRATEGIST
NEST



What is Experience Design?

Customer Experience (CX) encompasses all the interactions and perceptions between a customer and your brand.

Successful brands and organisations have refocused their energy and resources towards their customers in order to deliver an experience better aligned with their needs and context.

If you’d like to know more about how we can help your organisation, please contact us at hello@frostcollective.com.au or read more about it here.

Industry

— Property

Sites Visited

— Display centres across NSW

Number of People Consulted

— 40 onsite customer and non-customer intercepts
— 15 Welcome Centre sales staff/management interviews

Duration of project

—10 weeks