Lennar Homes

About the company

Lennar Homes, a renowned leader in the homebuilding industry, is committed to creating dream homes and vibrant communities. With a strong focus on innovation, quality, and customer satisfaction, Lennar Homes continuously transforms the homebuying experience, delivering excellence in every aspect of residential construction and living.

0 to 1 - Welcome Home Center Kiosk PoC

Role

Lead UX Designer

Timeline

1.5 months

Challenges

• Every Welcome Home Center is different and needs vary

  • Some have stable internet and others user hotspots

  • Construction phases for each community are never the same

• Each state have laws around what information is allowed to be collected

• Customer Satisfaction drastically drops having to do the same process for different communities

Goals

• Move from a paper form to a digital form that integrates with Salesforce

• Improve the overall model home touring experience by offering a self tour option

• Qualify better leads in a non obtrusive manner

• Capture KPI’s for reporting

Research/Testing

• Did interviews at 2 different Welcome Home Centers with staff and customers

• Setup a testing station at the office with a tablet + door that had a wifi connected lock

Learnings

• People prefer to tour on their own and have as little interaction with staff early in the home buying process

• How to capture leads in a scenario where customers where skipping the Welcome Home Center entirely

• Relying on wifi was very problematic

Wireframe Exploration