Overview
Designed and prototyped new digital services for a European real estate leader, applying service design and user research disciplines to validate concepts before development investment. Delivered structured concept generation, low and high-fidelity prototyping, user testing with target audiences, and business cases for prioritised service concepts.
Who This Is For
European real estate developers, property managers, facilities management providers, or real estate technology companies with 200-5,000 employees seeking to design and validate new digital service offerings for tenants, building users, or property owners. Common traits: emerging digital service ambition without validated product concepts, technology investment decisions being made before user needs are understood, tenant or occupier expectations rising faster than current digital service capability.
The Challenge
The organisation operates in a physical asset business but customer and tenant expectations are increasingly shaped by digital service experiences in other sectors. The question is not whether to develop digital services, but which services to develop, for whom, and in what sequence. Digital service development in real estate is littered with expensive failures: platforms built without user validation, portals launched to low adoption. Prototyping and service design disciplines dramatically reduce this risk.
What We Propose
Service Discovery - User research with tenants, occupiers, or property managers understanding unmet needs, current friction points, and digital service expectations. Concept Generation - Structured service concept development generating and filtering digital service ideas against user needs, commercial viability, and operational feasibility. Prototype Design - Low and high-fidelity prototype development for priority service concepts testable with real users before any development investment. User Testing & Validation - Structured testing of prototypes with target users identifying what generates adoption and value. Business Case Development - Commercial model and business case for validated service concepts including revenue potential, cost to build, and adoption pathway.
Why It Matters
Risk reduction - Concepts tested with real users before development investment eliminating the most expensive form of failure. Adoption by design - Services designed around what tenants and occupiers actually need. Investment clarity - Validated business cases that prioritise which services to build, in what sequence, and at what cost. Faster to market - Prototyping disciplines that accelerate the journey from concept to validated, buildable specification.
Over several years, delivered repeated cycles of content strategy, content production and content localisation in up to 20 European and Asian languages for a global industry association serving the seafood sector. Covered web content across three CMS platforms simultaneously, localisation of reports, infographics, video and complex presentations, and multilingual SEO for organic discovery across priority export markets.
Developed a data operations strategy for a professional association to improve member and non-member insights and enable more effective marketing investment decisions. Designed a secure, privacy-compliant data architecture connecting CRM, web analytics and event systems, and implemented data governance processes aligned to GDPR obligations.
Developed a CRM activation strategy and workflow redesign for the advertising sales team of a Nordic digital marketplace, covering both B2B advertiser and B2C platform relationships. Redesigned sales workflows, integrated content and pitch assets into CRM stages, and implemented a pipeline governance model to improve revenue forecasting and sales team adoption.