Use Cases For Designing A Client Experience

In real estate, most operational mistakes are not the result of bad intentions. They are the result of assumptions. You believe the tenant will know where to park, how to receive packages, how to operate the thermostat, or how to submit a maintenance request. You assume your team will know how to prepare the unit, confirm utilities, or walk a resident through the lease.

But assumptions are the enemy of predictable execution.

Professional developers use a tool from the software world called use cases, sometimes known as user stories, to design a process that works for the client in the real world, not the world we imagine on paper.

A use case is a simple story that describes how a specific person completes a specific task under specific conditions. It forces you to see the experience through the customer’s eyes, not the company’s.

In residential real estate, this is invaluable.

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