Dream, choose, wait, own: Block Watne's evolution from considering only houses to enabling the entire journey of a new homeowner
- Only by being together with the customers themselves, can we understand their needs well enough, says designer at Halogen, Anne Zanussi, who has worked with the housing construction company Block Watne for several years.
Meetings with nine different types of customers resulted in a visual representation of the customer journey. All the steps the home buyers go through in the process towards their own home made it possible to see how customer satisfaction developed during the purchase process.
- This allowed us to zoom in and work on lifting the experience exactly where it was needed, says Zanussi.
Dream, choose, wait, own. These four words describe the phases all homebuyers go through. The four phases became pegs on which we could hang the rest of the work, says Anne Zanussi.
One year after the launch of both the "dream - choose - wait - own" concept, new website and several other measures, the effect was clear: The number of leads had increased, downloads of prospects from the website had multiplied, customer satisfaction had improved and sales had increased significantly.
Block Watne and Halogen developed the new digital services My side for house buyers and My building site for the craftsmen who build the house.
The craftsmen enter information continuously, and because the two solutions talk to each other, the house buyers are updated with information about their project. The craftsmen also use My building site to review mandatory checklists and routines.
"The construction manager's job goes faster, and the information goes straight into our system. In addition, we collect data that we can search and use in evaluations. Previously, we had scanned papers that could not be searched".
Bjørnar Tretterud, marketing director at Obos Block Watne, goes on to say that the solution makes reporting an awful lot easier.
"Our investments in digitization have yielded good benefits and important effects for customers and the organisation".
