We mapped the moving journey across stages for a mixed sample across house size, life stage,, and language. Respondents had recently shifted houses and were either rejectors or unaware of the client.

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We evaluated needs, behaviours, and role-based touchpoints across stages to identify high- and low-impact moments for intervention.

 

Each touchpoint was decoded for actionability, covering expected role, consumer actions, actual experience, journey impact, and “So What” for brand implications. Critical interactions like the supervisor touchpoint were analysed to identify gaps and trust-building opportunities.

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We also helped shape tailored communication strategies using a When, Where, What, and How framework.