Building the Home-Buying Experience of the Future
Villa World built their construction business on two key ideals; creating homes that their customers would be delighted by and understanding the value of people. With the residential construction market in a time of upheaval, they came to us for help creating a future-proof customer experience that, like their homes, would be developed around a desire to delight their customers at every turn and that would hold the value of people as a core concept.
Adaptable and Customer-Centric
We immediately understood that, in an age of the convenient digital service, where customers are becoming more demanding and place greater value on convenience and simplicity, we would need to embed an adaptive customer-centric culture at Villa World, unshackled by entrenched processes or existing business constraints.
Understanding the "Villa World Way"
As part of our "outside-in" approach to CX design, we first undertook a global best practice analysis across the Building Services category to uncover the latest innovation and user-centric design initiatives that will allow Villa World to provide Australians with a house they will be proud to call home.
By developing a deeper understanding of Villa World's core systems, we were able to articulate a vision for the future of Villa World that was scaleable and could be embedded at all levels of the business.
Mapping the Customer Journey
With a compelling, customer-driven, vision of Villa World's future in place, we moved to acquire the vital insights that would form the building blocks of that vision's practical application.
Proto's approach to developing CX initiatives is entirely driven by customer truths, leading us to conduct multiple customer interviews, workshops, online surveys, and customer diaries to build a vital understanding of their deeper emotions and drivers.
We conducted all-day workshops involving 60+ Villa World staff to co-design the ideal experience for Villa World customers. This had a great effect of inspiring and aligning Villa World staff to join the CX journey.
Based on our research, we were able to deliver a current end to end customer journey map, that highlighted and articulated "Key Moments of Truth" for customers, alongside a set of practical Mindset Shifts that would create fundamental change in the way Villa World operates, helping to deliver their vision of the perfect customer experience.
A Future Proof Home-Buying Experience
By combining an in-depth understanding of the Villa World Way, and vital insights drawn from customer verbatim, we were able to establish a strong CX foundation across the business.
This new approach to CX would act to proactively eliminate customer pain-points and create a consistently exceptional customer experience that would be vital to sustained customer loyalty and accelerated growth, regardless of the market conditions.
Delivering phenomenal outcomes
“Working with Proto was a leap of faith, but they have become a major strategic partner in our CX evolution. The work they've developed and the way we've been able to embed it in the organisation has been absolutely phenomenal, and we're getting the outcomes we want.”
Felicity ClarkCustomer Experience ManagerEvery week 5k+ business leaders get three pragmatic and actionable tips to help understand their customers and employees to accelerate business growth.
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