Beats
CX TEAM BRINGS NAKHEEL CUSTOMER PERSONAS TO LIFE
The CX team hosted a collaborative customer experience event where distinct personas of Nakheel’s customers were represented through fictional characters. The persona profiles were based on Dubai’s real-estate market data and refined by analysing Nakheel’s customer data and segmentation.
Purpose of creating persona profiles:
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Drive a better understanding of the type of customers we serve
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Facilitate our teams to empathise and connect with our customers based on their needs
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Enable teams to brainstorm and design solutions that meet and exceed the different needs of our customers
Attributes that were included in the persona profiles:
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Demographic information
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Motivations
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Goals
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Pain points
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Level of tech savviness
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Behaviours
Over the course of the event, actors embodied 24 persona profiles on stage, delivering unique performances where they expressed their personality traits and voiced their expectations from Nakheel. Another highlight of this event was a fireside chat featuring seven of Nakheel’s real customers who shared their actual experiences with Nakheel. We believe that most of the personas and customers “told a familiar story,” resonating with the participants.
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The collaborative customer experience event encouraged all participants to reflect on our different types of customers, what they want and how we, as Nakheel, can design solutions that better meet their individual needs. The event also showed that the persona profiles resonated very well with the audience. The fireside chat with the real customers also mirrored a subset of the persona profiles.
The persona profiles can be leveraged as a framework and concept to design, build and enhance customer experiences and facilitate the creation of more personalised experiences.
