Moretti MORE is an Italy&Switzerland located luxury brand designing and building top-class prefab houses.
Experientia was asked to identify pain points and opportunities throughout the overall customer journey and to build a temporary landing page aimed at the acquisition and profiling of new clients.
User research & Persona
A series of qualitative interviews allowed to identify similar behavioral patterns in decision-making and purchasing processes, priority of values, pain points during the experience and related opportunities.
Based on the research three Persona were developed. The axes used for their definition were: approach to plan - expresses the degree of strategic anticipation or tactical adaptation that people adopt (or request) during the process; level of trust - degree of management that the person wants to take on, or delegate to another figure.
Customer Journey
We mapped out the most relevant touchpoints during the overall customer experience starting from the decision to buy a home to the prefab house building and finalization.
Each Persona, following his journey, was used to show several paint points.
This multiple perspective from different audiences led to a variety of opportunities to improve the customer experience.
This multiple perspective from different audiences led to a variety of opportunities to improve the customer experience.
Landing page
The last phase of the project expected a development of a temporary landing page aimed at the acquisition and profiling of new online clients.
A detailed IxD and design guidelines were provided to developers as well as day by day support until everything was online.
Team
Anne-Laure - Business & Strategic designer
Chiara -Illustrator
Ilaria - UX researcher & Ethnographer
Naz - Business & Strategic designer
Ramona - UX & Visual designer
Renzo - Senior Interaction designer
