A practical case about one of the most important players in the US real estate market. Their agents only deal with exclusive listings: customer care was at the centre of their successful strategy. They had variety of touchpoints to serve many stakeholders: apps/websites/platforms for customers, for agents, for customer service, software for marketing, schedulers... How to move from a brief tactical design intervention to a strategic approach?
Raffaele Boiano explores the busy intersection of experience design, cultural anthropology and coding. He has 21+ years experience shaping usable and delightful product/services experiences. Co-founder of Fifth Beat, a design innovation studio, he is now committed to re-imagine the structure of a design company. Raffaele is also Adjunct Professor of User Experience Design at Politecnico di Milano, former VP of the Italian Information Architecture Society and co-founder of Roma’s UX book club.
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