Brookfield
Challenge
Understand ways to improve the $500K - $1.5M home purchase experience for buyers of different ethnic and economic backgrounds in a competitive Southern California market.
Approach
Use shadowing exercises, home visits, collage exercises, analogous interviews, sympathetic purchase experiences, and focus groups to determine financial and cultural expectations, and seller trust.
Results
Research created insights and recommendations around pain points, the design process, and services that improved the experience, distinguished the brand, and increased customer satisfaction.
