VODG real-estate developer - Improving customer journey
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VODG real-estate developer - Improving customer journey

For real-estate developer ‘Van Omme en de Groot’ we mapped their customer journey and came up with solutions to improve their process and experience that led to major changes.

Their original question was focused on visualising their process to explain the process of acquiring and development of a new house with VODG. After our analysis we reframed the question and improved the process first before developing communication materials.

Deliverables

  • Two-day sprint: customer journey mapping and analysis. The second day was focused on developing ideas for improvement.
  • It resulted in a long-list of 25 points of improvement of which the 5 most pressing issues were adjusted within the first quarter after the start of our project.
  • The second phase of the project focused on delivering a visualisation of the process for use in communication in leaflets, their client communication system and with animation.

Contact

How can we improve your organisation’s processes? Contact Janita van Ginneken, she is happy to help you!

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