Peabody asked us to improve the end-to-end experience for people buying and moving into their new homes. Through strategic workshops, research and journey mapping, as well as staff shadowing and mystery shopping, we uncovered critical gaps in the customer experience, including inconsistent handovers and unclear touchpoints. We then created new tools, behaviours and touchpoints that improved clarity and consistency throughout the journey. The result is a more coherent, brand-led journey that strengthens trust, boosts staff confidence and helps residents settle quickly and comfortably.
We worked closely with Peabody’s teams to understand the challenges facing residents across social, shared ownership and private tenure types. Using our research and customer insights, we identified gaps in communication and where expectations weren’t being met. We redesigned physical and digital interactions, from welcome materials and home demo scripts to QR-based self-service information and improved defect-reporting tools. The pilot now provides stronger customer satisfaction, offering Peabody a scalable model for delivering a clear, supportive and engaging homeowner experience across future developments.
