Service
Sector
In the hyper-competitive property and real estate market, breaking down all barriers to search, sell, rent or buy can be the difference between stagnation and success.
With an attitude of dynamic innovation at its core and growth in its ambition, Highland approached TOAST with the challenge of genuinely raising the bar for how property services could be delivered.
On the back of two major digital transformation projects (our work for Juror and Caselaw) delivered for the NSW State Government, TOAST once again partnered with renowned UX/UI expert and published author Jerry Gaffney to transform and evolve the digital experience for real estate agency Highland.
From residential to commercial sales, and property management to financial services, Highland offers it all. Our team’s objective for the website transformation was to deliver these services in the most intuitive, compelling and customer-centric way possible.
Naturally, this involved a period of deep and thorough research, with our team devoting two months to a methodological audit and discovery process interviewing and aligning key stakeholders, before casting a net across the entire competitive property landscape — both nationally and internationally — a process of industry benchmarking and collecting insights.
But it also required boundary-pushing bravery, and asking ourselves and our client: ‘What could we do differently in the UX/UI space that hasn’t been done before?’
Creating compelling, relevant solutions relies on more than closed-door strategy and theoretical insight. In a process that was as much geared to stakeholder alignment as it was to discovery to ensure the rebuild pathway addressed genuine needs and objectives, TOAST conducted a series of one-on-one interviews with business founders, leaders, managers and operators from all levels of the organisation who contributed to our real-world understanding of the customer journey optimisation and user experience performance required to drive success.
To deliver a website with a strong CRM focus to achieve targeted traction for Highland’s multifaceted service offering, we customised the user database solution to create segmented consumer dimensions and user profiles to ensure the needs of target audiences were serviced with relevance in accordance to their individual likes, needs and preferences with a responsive, mobile-first design. Stakeholder interviews, site audits and accessibility tests and analytics tests were repeatedly run to ensure its performance efficacy and suitability to the business’ needs.
What resulted from deep analytical research and insight generation was so much more than a website. It was a robust lead-generation conversion funnel, seamlessly directing engagement towards relevant property solutions; an elevated mobile-first user experience to reflect the quality of Highland’s team and brand, and a benchmark-raising digital destination to connect buyers, sellers, investors and developers, proudly leaving competitors in its wake.
