Challenge
Why this mattered.
Post-purchase satisfaction had become a structural weakness. After signing contracts, buyers reported stress, confusion, and a lack of visibility into what came next. Manual warranty handling, unclear construction updates, and inconsistent communication drove NPS down and reduced referrals. The business needed to turn fragmented after-sales processes into a transparent, connected homeowner experience.
Who was affected?
First Home Buyers experienced heightened post-purchase anxiety navigating construction for the first time. They needed reassurance through milestones, visibility of progress, and guidance preparing for handover.
Internal teams worked manually across fragmented systems, causing delays and inconsistent messaging that amplified buyer stress.
Goal
Redesign the post-purchase experience so first-time buyers feel supported, informed, and in control, transforming post-purchase anxiety into confidence.
Approach
The evidence
I led user interviews and national survey analysis, uncovering the behavioural and emotional causes of post-purchase stress. Anxiety stemmed from a lack of visibility and guidance, not product quality. Cross-functional workshops aligned teams on a unified problem statement, reframing the challenge from service repair to trust restoration.
The solution
AVJennings Pocket addressed the identified gaps through a mobile app covering five areas:
Buyers' Checklist guiding first-time buyers through key milestones.
Home Status tracking construction progress with photos.
My Documents centralising warranties and contracts.
My Claims providing transparent warranty tracking.
Research
User Interviews
SOAR Analysis
Empathy Mapping
Customer Moment Mapping
User Story Development
Aspirational Journey Mapping
Persona Development
User Flow Design
Usability Testing
Prototyping
Journey Validation
Outcome
The initiative transformed post-purchase experience from reactive support into a transparent, proactive journey, giving buyers visibility and operational teams a shared framework.
Measure of impact
The mobile app prototype validated that transparency and proactive communication reduced post-purchase anxiety.
Real-time construction tracking and centralised documentation addressed the primary visibility gaps
Transparent warranty management reduced reactive support requests
The new framework established a repeatable methodology for future experience-led initiatives.
Role
I led end-to-end CX research and UX design strategy, conducting user interviews, analysing national survey data, and synthesising insights. I identified visibility gaps as the root cause of post-purchase anxiety and facilitated cross-functional workshops translating findings into a unified experience framework. Prototypes validated that transparency and proactive communication reduced anxiety at key journey moments.