INTRO

Customer journey maps are a representation of the experience a person has as they go through a process or try to complete a task. A journey map shows their actions, thoughts, questions and emotions and how they change at each stage.

GOAL

To identify the content gaps & opportunities in the Homeowner experience for the first three stages of a project.

PARTICIPANTS

Homeowner-facing team members (Sales, Designers, Renovation Managers, Marketing, Operations) were invited to this workshop to ensure we had a good range of perspectives.

ACTIVITIES

During the workshop we:
- Defined the sequence of events, key actions and milestones in the homeowner journey.
- Built empathy by reliving homeowner emotions which will help us understand their motivation.
- Identified content opportunities that will enable the homeowner to move through the project stages more efficiently.

Keeping in mind the following questions:
- What are homeowners' informational needs during the first three stages of the project?
- What are the decision pain points and how can we support them with content?
- What questions do homeowners have that could be answered via content (articles, blog posts, videos, etc.)?

RESULT

We built a content calendar based on the needs of our homeowners, some of which was implemented throughout the homeowner experience.

LENGTH

2 hours

TOOLS

Miro, Zoom