The journey of home renovation

How do people plan their home renovation? What are their challenges? What are their apprehensions? We asked sample customers to record their actions in a diary over a period of 4 to 6 months. Experience Sampling Method was used in conjunction with shadowing (discussions with contractors, retailer visits etc.) and in-home contextual interviews were used to collect detailed customer behaviour data. The unique insights helped our client in planning their UX roadmap.

The overall structure of the customer journey was known to the client through market research and informal discussions with the members of the sales channel.
They felt they lacked a detailed understanding of the intricacies of the journey specifically the interactions between different members of the ecosystem.
Choose Peepaldesign because of our expertise in mapping customer journeys using research and defining customer experience strategy

• Multi city research to capture cultural diversity
• Diary study over 3-6 months
• Shadowing of key events
• In-home contextual interviews

The emotional journey map supported in deciding the UX roadmap