Case Study

A sustainable apartment developer based in Melbourne wanted to understand their customer better so they could ensure a customer-centric approach in their business.

What we did

Mimosa Partners were keen to go beyond research insights for our cleint, by creating a tangible launching point for a future state design. This included:

• Quant research to develop a customer segmentation

• Qual research based on the quant to dig deeper into why people do what they do

• Evaluation of the CVP and where it aligns with customer expectation

• A current state journey map with pain points and opportunities for improvement in the future.

What we found

We found some new niche segments in the market that could be effectively targeted for future apartment development.

There were also key parts of the customer experience that were being outsourced that were having an impact on our clients brand position.

We were able to provide an understanding of areas of the customer value proposition (CVP) to focus on to lift the brand perception in market.

Our findings were key inputs into a website redesign.