Page 90 - planet_rent

5.8 Resident journey planning
Arguably the most important customer journey is the ‘move in’. A good move in experience will reduce
repairs arising from mis-use, reduces adhoc requests and begins the ‘resident relationship’. All site staff
should be upskilled to carry out the ‘introduction to your home’ which should culminate in a checklist
and asking the new residents to ‘rate their move-in’ on the Busy Living tenant app. Staff achieving
excellent must be rewarded.

Summary of critical journey plans:
Journey 1 The viewing
Journey plans must be worked up specifically for
Journey 2 The move in
each building but will contain some generic
Journey 3- Introduction to your home:
elements. Even when working on unmanned sites
 Home demo
there are ways to promote the feeling of ‘arrival’  Move-in survey
by having a mid week and weekend move in day  Residents manuals
only when staff can be on site. A welcome point Journey 4 Getting the most out of living at ……..
still needs to be established and a ‘digital avatar’
Journey 5 Repairs experience
including computer recognition technology so a
female welcomes males and a male welcomes Journey 6 Events experience
females is a consideration and/or responsive
avatars so that your facial movements are mimicked.

Journey 1 - the Viewing

Journey 1 focuses on how to best show the property in its amenity packed environment and
demonstrate how living at …… would say something about the prospective tenant(s).

From the building plans we would extract entrance areas, leisure, amenity space, car parking, loading,
move in stores etc… in order to build up a bespoke agreed journey with site staff, generally ending up
with offers being made in high level amenity space or the apartment itself.

Journey 2 - the Move-in

This has been explained in detail on pages ___, Chapter ___ and starts at signing up prospects as guest
users of the tenant app ‘Busy Living’ sees site staff inviting tenant(s) to ‘e-Check-in’ and has site staff
out on the shop floor greeting people by name.

Journey 3 - Introduction to the Home

There are three aspects to this:
1. physical introduction (home demo),
2. move-in survey
3. residents handbook

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