Clayton Homes identified several key challenges faced by their customers during the home buying journey:

• Lack of Transparency & Visibility:
  • Limited information about the construction process
  • Difficulty tracking progress of their home build
• Inefficient Communication:
  • Reliance on phone calls and emails with Clayton Agents
  • Lack of a centralized communication platform
• Information Gaps:
  • Difficulty obtaining answers to questions
  • Lack of access to important documents
• Unclear Responsibilities:
  • Confusion regarding customer responsibilities
  • Lack of clear guidance on next steps
• Limited Post-Purchase Support:
  • Difficulty finding answers to questions about home maintenance
  • Lack of guidance on using appliances and smart home features
• Challenges with Home Maintenance & Repairs:
  • Difficulty contacting the right people for repairs
  • Slow response times for repairs
• Integration of Smart Home Features:
  • Complexity in setting up and using smart home devices
  • Lack of clear instructions and support

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I took the learnings from Clayton and broke down the customer needs into two key stages of the home buying journey for this app:

Pre-Purchase:

• Transparent Communication: Real-time updates and clear communication with project managers.
• Organized Task Management: Collaborative task lists for seamless coordination.
• Proactive Education: Timely access to homeownership resources and guidance.
• Secure Account Setup: A secure platform for managing personal information and preferences.

Post-Purchase:

• Seamless Home Integration: Support for smart home features and maintenance tips.
• Centralized Information Hub: A single platform for accessing important documents and resources.
• Ongoing Support: In-app and direct support channels for assistance.
• Personalized Account Management: Secure account access and personalized notifications.

By addressing these needs across both stages, the app enhances the overall customer experience, from initial contact to long-term homeownership.

To bring these user needs to life, I started by carefully mapping out how customers would interact with the app at each stage. Then, I created simple, low-fidelity prototypes to visualize the app's layout and how it would feel to use.

I worked closely with the Clayton Homes team throughout the process. We reviewed the prototypes together, discussing how each feature would work and making sure it aligned with their vision. This collaborative approach helped us refine the design and avoid any major roadblocks later on, especially considering the tight deadlines we were working with.

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I prototyped and tested the app with the Clayton team, focusing on user experience, particularly for first-time home buyers. This iterative process revealed key improvements, including addressing overlooked onboarding needs and leveraging AI for support. An AI assistant could provide immediate support for scheduling, maintenance, and home ownership questions, aligning with Clayton Homes' interest in AI-driven customer service and potentially reducing support ticket resolution time by at least 20%.

Elevating the Home buying Experience
The app's potential to transform the customer experience was recognized, leading to the approval for further development.

• Internal Validation: The app's potential to enhance the home buying experience was recognized by key stakeholders.
• Strategic Alignment: The project was aligned with the company's strategic goals of improving customer satisfaction and operational efficiency.
• Future Vision: The app is poised to revolutionize the home buying process by streamlining communication, providing real-time updates, and improving overall customer experience.
• Innovation and Technology: By leveraging cutting-edge technology, the app will enhance the home buying journey for both agents and clients.
• Competitive Advantage: The app will differentiate our company from competitors by offering a superior digital experience.
• Enhanced Agent Productivity: The app will empower agents to work more efficiently and effectively, leading to increased productivity

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Try out the Prototype