CX in Real Estate
A look into real estate’s customer experience
Introduction
Self-initiated project
The principles of user experience can be applied to almost any scenario, so I wanted to combine my knowledge of UX with my expertise in real estate.
After all, real estate is all about the client.
About
This self-initiated project explores the various stages of the homebuying process to learn about the emotions and experiences of a first-time homeowner.
When I transitioned into real estate, I joined the team I did because they were so dedicated to centering their processes around the client. (Shoutout to Philly Home Girls!)
Buying a home is a huge life event. Research is vital to uncovering where pain points occur throughout the process so that Realtors can provide mindful service for stress-free transactions.
The Problem
How might we make the homebuying process more streamlined and easily digestible for first-time homebuyers?
Client Journey Map
I determined a client journey map would best encapsulate the homebuying process, highlighting the client’s different activities and emotions.
There are many considerations to make when buying a home, from hiring an agent, to deciding terms (offer price, down payment amount, inspection negotiations, etc.) to signing a bunch of unfamiliar paperwork.
So, how did I make this rollercoaster of emotions and paperwork as digestible as possible for my real estate clients?
Takeaways
A real estate transaction is an intense 45 day experience that provides many opportunities for real estate agents to offer expert insight and a helping hand. As a Realtor, I was tuned into my clients’ emotions from beginning to end.
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Explain each document the client views and signs
Provide written explanations of documents as reference
Be open to clients’ questions
Remain calm and assured, even in moments of chaos
Provide honest and truthful advice and insight, even if it’s hard to share
Lead with empathy; as a Realtor, you’ve closed a million transactions, but this is a new experience for most clients
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Assume the client understands the homebuying process
Assume the client understand every document they are signing
Lose your temper in the heat of the moment
Lie to any members of the transaction to look good
After analyzing the client experience, I was able to synthesize my observations and turn them into thoughtful actions that would improve the buying and selling process and perhaps even make it feel…easy.