HomeXchange

Business Challenge

HomeXchange's primary objective was to offer homeowners innovative solutions for selling their current properties and transitioning into new homes, thereby enhancing their quality of life. However, the company faced challenges navigating the unpredictable property market, addressing diverse property conditions,  ensuring accurate property valuations and managing locations with varying demand.HomeXchange also had to develop and maintain a robust and secure technological infrastructure to support its functionalities.Managing logistics was a significant hurdle that involved coordinating home exchanges, such as conducting property inspections, handling paperwork, and coordinating shifting.

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Target Audience

HomeXchange is used by diverse users across various functions, including HR departments, administrators, customer care executives, relationship managers, pricing experts, offer managers, home visit experts, and others based on the organisation's structure and requirements.

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Pain Points Addressed

HomeXchange faced a significant challenge due to the fragmentation of tools and decentralised information management. This caused delays, losses, and ineffective data processing, ultimately impacting business operations negatively. The use of multiple tools for different functions leads to inefficiencies and complexities in managing operations. Critical data was scattered across various platforms, making it difficult to access and utilise effectively. Important data failed to reach the right stakeholders promptly, hindering collaboration and timely actions.

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Design Intervention

Our aim was to create a comprehensive customer relationship management system that facilitates both customer relationship tracking and system performance analysis. It was a one-stop solution for all their needs in terms of maintaining customer relationships and satisfaction.

To achieve this, we followed a systematic approach:

Eco System Mapping

We carefully mapped out each user's role and their specific responsibilities within the platform. We analysed how each role interacts with one another and identified key connections between them to establish a seamless workflow.

CRM Screens
Building upon the role mapping and interaction analysis, we designed an efficient information workflow that ensures smooth data flow and collaboration between different roles. We created unique design screens to accommodate the information flow between roles effectively.

To ensure that the interface supports users at every stage of the process, we visualized the entire cycle from lead acquisition to conversion, facilitating smooth progression and efficient outcomes.

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