Digital Transformation and Change: Technology & Real Estate

Digital Change Transformation for Commercial Real Estate

Situation
This technology and commercial real estate company needed to better understand the customer experience in order to kick-start the digital transformation across their commercial real estate division as part of an ambitious strategy to transform how commercial real estate is bought and sold.

Complications

  • The company had never undertaken such a large change management project.
  • Most technology change initiatives fail to meet expectations.
  • With time being of the essence, they realized that they needed to quickly tap into the collective intelligence of the entire organization in new and creative ways.

Approach

In collaboration with their digital transformation office, we created a strategy to engage employees at all levels to understand the customer journey and redesign the customer experience.  Over the course of six weeks we engaged the entire organization to help map the customer experience, identify the areas of opportunity, and jump start new solutions.

  1. Customer Teams: Teams were formed with employees who work with customers everyday, understand the business at a strategic level, and had in-depth knowledge of the operational systems powering their commercial real estate services.
  2. Mapping & Blueprinting: From there we framed the discovery process and facilitated intensive sessions that involved stakeholder mapping, experience mapping, and blueprinting.
  3. Design Labs: The outputs from the discovery sprints were a set of design challenges that were taken to every office to be solved in design pop-up labs with the help of all employees.
  4. Quick Wins: These design labs allowed the company to jump start new customer experiences, identify quick wins across the organization, and involve all employees in the design process, which led to better ideas, high engagement, and accountability.

Results

What began as an ambitious challenge turned into an energetic activation of the bright minds across the company. With the help of hundreds of people, the organization was able to gain a deep understanding of the customer experience and a set of exciting solutions for the future.

The discovery sprints and design pop-up labs gave the leadership team the confidence and understanding needed to accelerate the digital transformation and create value in unexpected ways across the entire customer experience.

Related Information

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