Proptech startup

I have chosen not to name the startup.

I was brought in by the CTO and specifically asked to help improve CX.

After receiving six months worth of pushback from the C-suite, I decided to part ways.

You can read the fully story here if you like.

1/5Requirements

I was brought on board by the CTO and asked to refresh the company's brand and website UI - and to learn about and implement findings about their customers and partners.

2/5Service blueprint

The first thing I wanted to do was to gain a thorough understanding of how the business operated - I worked with the heads of each department to map out a service blueprint.

3/5KPI booklet

I used my learnings and made a staff booklet that explained in simple terms the meaning of each KPI and how each KPI related to one another to make up the main conversion funnel.

4/5User research

I interviewed six home sellers to learn exactly what they did (and didn't) value from a company claiming to help them in their home selling and home moving journey.

5/5Brand refresh

I worked with the business to establish how they wanted to be perceived by the market - and then produced a fresh set of brand styles and guidelines to realise this goal.