To gain a better understanding of our customers' experiences when buying or owning a home, we conducted 24 interviews and some surveys across the Nordics, resulting in valuable insights into their pain points.
Solution: "The timeline" addressed one of the prioritised pain points around uncertainty around the progress and timing when buying a home and getting a mortgage.
Used the Design Thinking process as an iterative guiding tool
Selecting the appropriate design methodology and tools plays a crucial role in achieving an effective process. In this project, we utilized the Design Thinking model, as it offered a framework to establish internal direction and drive customer insights. This helped us co-create a shared vision that enabled us to set a clear direction.
Below is the result of the research. Five themes showing the key factors that cause stress and uncertainty in the home buying & owner experience.
Through workshopping and prioritisation exercises based on viability, desirability and feasibility we chose to begin by focusing on the customer need around "Uncertainty around progress and timing".
