Background

KB Home is a renowned homebuilder dedicated to fostering strong connections with its clients, assisting them through the intricate process of purchasing a home. In a bid to extend this experience online, the company aimed to create a home-buying platform that seamlessly merged the ease of online shopping with the reliability and assurance of interacting with a KB Home team member face-to-face.

Challenge

Purchasing a home stands as one of the most significant financial commitments individuals undertake, often accompanied by a considerable degree of stress. This apprehension escalates when scouring through online home listings, lacking the guidance of a trusted advisor throughout the journey. However, homebuyers heavily depend on digital platforms to shape their decision-making processes.

Virtual home tours have become prevalent, allowing buyers to explore and evaluate numerous listings remotely. Recognizing this trend, KB Home aspired to develop a digital home buying platform that seamlessly merged the convenience of online research with the assurance of having a KB Home representative at their side, offering expert advice on various options.

Solution

As Lead UX designer on this project, my team and I meticulously designed a home-purchasing platform with a focus on user personalization. By curating tailored content and suggestions, we aimed to create a personalized experience that aligns with KB Home's reputation for exceptional customer service.

By creating "MyKB", an industry-first content dashboard, we provided KB Home's users with a centralized hub where they can access relevant information, such as personalized content, account settings, and notifications. This level of personalization enhances user satisfaction and engagement by giving them control over their experience.

Users who sign up to "MyKB" can receive real-time updates, alerts, and notifications throughout the home-buying and homebuilding process, keeping them informed about important events or changes relevant to their account or activities on the website, namely the KB Build Tracker, another industry-first tool designed by me and the Stellar Team.

The platform we designed seamlessly integrates with various third-party home listings sites, directing more traffic to KB Home's website and driving new business opportunities. Moreover, we ensured smooth integration between the KB Home site and the company's CRM database, simplifying the connection process between home buyers and KB Home team members for a seamless user journey.

Impact

The implementation of the "MyKB" platform has yielded substantial enhancements in operational efficiency, translating into significant cost and time savings for the organization. By furnishing home buyers with a comprehensive listings platform and tailored recommendations via the new dashboard, KB Home has carved out room to amplify its signature high-touch customer service.

The seamless integration of the platform with KB Home’s CRM database has streamlined the tracking of the customer journey, enhancing access to prospective buyers earlier in the purchasing cycle and leading to increased clientele, sales, and revenue. The platform has garnered acclaim from customers, mirroring KB Home's own enthusiasm for its capabilities.