GRIID ENGENHARIA | DESIGN
Things were done in the same way they had been done for the last 30 years. I mapped out a customer journey in order to understand how might we create a better service experience throughout the remodeling process.
METHODOLOGY
I interviewed several of my customers, architects and suppliers in order to understand the service flows in a house remodeling. Since, as administrators, we work as a hub for almost every service that is done inside a house, it was important for us to understand the process holistically.
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OPPORTUNITY
REFRAME | POINT OF VIEW
We, as the contractors, are the weakest link in the whole experience. The positive moments are usually related to the architect, because they play the role of the dreams translator. We are just the dirt workers.
Besides that, we identified an opportunity: the post build period is crucial for establishing a long term relationship with the customer. The architect is no longer available for them and there are gonna be some issues to be resolved.
How might we play the bigger role after the building process is over?
THE SOLUTION
Establishing a deep relationship was mandatory. Our approach was to build it through memory: we set up an iPad with the construction’s memory (all the blueprints, invoices, warranty terms, instruction manuals and financial reports). However, in order to really create a connection with the family, we produced a mini doc wishing them "happy new home". This solution was created in a remodeling that was concluded in December 2013 in Guarujá, for a very special family.