Year
2021

Scope of work
Research, Strategy, User Experience, Product Design

Duration
1 year

Client
Patriani
A new experience of buying and selling real estate. 
The largest management suite for construction companies.
This project was developed for Patriani, a well-known real estate company in Brazil. Together with Leandro Zambelli, we immersed ourselves in the construction industry to understand the entire process involved in managing, buying, and selling properties.

By collaborating closely with their team, we enhanced the user experiences of professionals across management, sales, customer service, engineering, legal, as well as the end customers.

Let's get started
Our task was to develop a software for real estate sales and effective management of leads and customers for Patriani. As the company was growing rapidly, the system they were using became ineffective.
Problems & solutions
P: The software they were using had many unnecessary steps and did not integrate the entire process.
S: Now, the entire process is seamlessly connected and digital, with fewer steps and organized into modules that align with each stage of the journey.

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P: Data security was a concern, as all software users had unrestricted access to the complete lead and customer database.
S: We established 10 user profiles with distinct access levels. Only masters and administrators can view the entire customer and lead database, ensuring a more secure and controlled access environment.
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P: The software was not functional on mobile devices.
S: Our solution offers a dedicated mobile experience.

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P: Customers faced difficulties using the software, particularly in locating apartment payment slips.
S: We designed an exclusive module for customers that offers easy access to payment slips, payment information, and more.
A bit about the process
A previous team created a blueprint of the entire Patriani sales process to better understand the big picture, identify pain points, and suggest improvements.

This blueprint revealed that, due to the company’s rapid growth, the quality of the sales experience was declining. We entered the project at this stage, and it became clear that the existing process was not scalable. This insight led stakeholders to recognize the need for a new software solution that connects the entire real estate sales process, improves architecture, enhances the experience for both employees and customers, and increases data security.
After that, we conducted 23 interviews with professionals across the company as well as with final customers. We categorized and analyzed over 30 hours of interviews, extracting valuable insights and identifying opportunities to design a solution that worked for all users involved. Additionally, we did a desk research and benchmarking. Based on all the collected information, we created user flows and user stories for each part of the new software.
We designed a low-fidelity solution over 16 sprints, developing navigation flows, information architecture, wireframes, layouts and interactive prototypes. Throughout this iterative process, we validated each part with our users and stakeholders..
The solution
After months of validation, refining visuals, collaborating with the tech team and engaging with stakeholders and users, we delivered the final solution, continuously evolving the product throughout the process.

The visuals were carefully designed, using a basic Design System to ensure consistency and accessibility. We focused on solving the main problem, but we also wanted something visually appealing. We created over 200 screens to cover every flow and journey for each user profile.

With three modules — sales, customer support and clients — it integrates the entire sales process, from lead entry to contract signing, key delivery, and even when customers need to open a task for assistance.
Sales module
With this suite, construction companies can manage all their properties for sale, gaining a complete overview of available stock, a record of sold properties, and access to all communications between the seller and buyer.

Salespeople have an integrated and fully customized CRM to assist customers through a single channel. Negotiations, document registration, contract signing, and apartment sales are all conducted within this suite, which can also be integrated with the ERP.


Customer support module
The customer assistance team can access the entire client history, review sale discussions and agreements, check payments and installments, locate important documents, schedule events and manage RSVPs, and provide ongoing support.

Additionally, a digital inspection feature ensures that the apartment is in perfect condition before handing over the keys to the client.

Clients module
Customers have access to a self-service portal where they can track their entire purchase journey. They can view upcoming installments, overdue payments, total balance, and even receive discounts for early payment. Additionally, they can locate important documents and submit requests for technical support.
Results and impact
The project had a significant impact on Patriani, especially for the Sales team, which now has access to real-time information, enabling data-driven decision-making. This visibility allows the commercial team’s performance to be tracked against targets, facilitating strategic adjustments, including discount levels, to make sales more efficient.

The digitisation of contracts led to a significant reduction in printouts and optimised the work of the Sales Administration team. Now, clients can sign contracts digitally and fill in their own data directly into the system, eliminating rework and speeding up the process.

Additionally, centralising the information flow in one place brought greater transparency and visibility for both employees and clients. The Sales Portal, Client Portal, and even the website now share the same database, creating a unified and accessible data ecosystem.

Although I left the project before its full implementation, the Patriani team continued to evolve the solution internally. Since its launch, the Portal has generated over 1 billion reais in sales each year, highlighting the lasting impact and effectiveness of this digital platform.
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