Perry Homes

The Merkle team conducted a comprehensive analysis to identify opportunities for digital transformation, empowering Perry Homes with tools to enhance efficiency, customer focus, and competitiveness.

This transformation aimed to refine operational efficiency, improve customer experience, enhance data management, and achieve overall cost savings by identifying and eliminating manual processes.

Acting as a catalyst, digital transformation enabled Perry Homes to create and modify processes, culture, and customer experiences, adapting to evolving business and market requirements.

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I directed a team of UX designers and strategists from project inception to completion, guiding them to understand the organization, assess the current digital landscape, comprehend the core audiences, envision the future, and prioritize and plan the next steps for Perry Homes.

To enhance the Merkle team's understanding of the organization, allowing them to establish a solid foundation in the business, I guided the team through a series of stakeholder and customer interviews. This facilitated alignment on business priorities while considering potential misalignment.

Subsequently, we incorporated multiple perspectives by conducting a competitive audit of both direct and out-of-category competitors to determine how to distinguish Perry Homes from the competition.

After defining internal and external personas, the team delved into layers of context by outlining a customer journey and service blueprint, framing the ideal experience and illustrating the interconnectivity between business operations and systems necessary to deliver that experience.

To ensure an optimal path forward, the insights gathered during the discovery phase were utilized to create a viable and technically feasible future state roadmap.

Deliverables

I guided the team in crafting a comprehensive set of deliverables for Perry Homes' Digital Transformation, employing a multifaceted approach. Co-collaboration played a crucial role in this engagement, with the UX/UI team closely working with stakeholders through a series of workshops to envision, create, and align on a holistic future-state experience.

The initial step involved engaging leadership from various internal departments in a kickoff workshop to align on project goals—specifically, identifying the problems to be addressed, their impact, and how Perry Homes could benefit.

Following customer and stakeholder interviews, the team created and validated personas and conducted a channel and touchpoint inventory workshop, ensuring diverse perspectives and voices were considered.

Collaboration with Perry Homes continued with a Lean UX canvas workshop to understand the current business landscape and customer needs, formulating hypotheses for validation, along with an Empathy Mapping session to describe aspects of the user experience, needs, pain points, and mindset.

After distilling data from these workshops, the team translated insights into actionable feature sets and solutions through an HMW (How Might We) workshop to drive the future-state assessment, recommendations, and future-state roadmap.

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