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Designing a strategy to improve the property-buying experience
Industry
Real state
Company
Jaramillo Mora
Business model
B2C
Challenge
Jaramillo Mora is a real estate developer specializing in the sale of new residential properties. The user experience after purchasing a property was the major pain point, as users felt unsupported throughout the process and heavily dependent on internal staff.
How this was impacting the business:
High volume of repetitive inquiries across service channels, causing overload in call centers and frequent office visits.
Decline in customer NPS (net promoted score) and CSAT (customer satisfaction score) due to dissatisfaction with support responsiveness and experience.
Customer service resources were stretched thin, negatively affecting operational efficiency.
Lower employee satisfaction caused by workload and reduced productivity.
My role
I conducted research with users and internal teams to build a service blueprint, mapping the customer journey, internal processes, and pain points. I combined quantitative data analysis and business metrics to inform the design of multi-touchpoint solutions, prototyping with AI to test quickly and gather real user feedback. I developed an implementation strategy and roadmap, prioritizing improvements that delivered the greatest value to both users and the business.
Solution
A strategy designed to deliver service improvements from day one, even before launching a digital tool. The multi-channel solution integrates email communication, a WhatsApp chatbot, and a web-based platform—accessible across devices—allowing users to manage their purchase process in the way that best suits them. By adapting to current user behaviors rather than forcing an app download, it ensures flexibility for tasks that some prefer to complete on larger screens.
Outcomes and impact
Achieved a 4.9/5.0 user satisfaction score during user testing of new service concepts, validating the proposed solution’s value.
Reduced internal workload through automation and technology-driven process improvements.
Delivered and tested mid-fidelity prototypes within one week, accelerating design iterations and decision-making.
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