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CES Implementation
CES Implementation
CES Implementation
CES Implementation
An experiential touch point on every completed real estate transaction.
An experiential touch point on every completed real estate transaction.
An experiential touch point on every completed real estate transaction.
An experiential touch point on every completed real estate transaction.
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problem
How do you grow a culture of experience metrics from the ground up?
solution
Led and implemented Doma's first sentiment metric, gaining executive & board buy in to report reported consumer and user experience metrics.
problem
How do you grow a culture of experience metrics from the ground up?
solution
Led and implemented Doma's first sentiment metric, gaining executive & board buy in to report reported consumer and user experience metrics.
problem
How do you grow a culture of experience metrics from the ground up?
solution
Led and implemented Doma's first sentiment metric, gaining executive & board buy in to report reported consumer and user experience metrics.
problem
How do you grow a culture of experience metrics from the ground up?
solution
Led and implemented Doma's first sentiment metric, gaining executive & board buy in to report reported consumer and user experience metrics.
Until 2021, Doma had no user-centered metrics as a part of our company top-line metrics. That year, we went through a series of trainings and company re-orientation to focus on homeowner experience - our new company north star. With that change, I led a project to add qualitative and quantitative experience metrics to every homeowner transaction, eventually broadening to real estate agents as well.
CES became a topline company metric, reported on to the board. Within months of launch, we sent at a run rate of 34k emails annually, collecting ~1k responses a month. By EOY, we were sending 55k annually.
year
2022
timeframe
16 days
tools
Qualtrics
category
Research
outcome
Lifted CES by 1.2 (4.5 to 5.7) from launch to departture.
outcome
Led adoption of Doma's first company-wide experience goal.
outcome
Ended at a run rate of 12,000 survey responses/year.
Until 2021, Doma had no user-centered metrics as a part of our company top-line metrics. That year, we went through a series of trainings and company re-orientation to focus on homeowner experience - our new company north star. With that change, I led a project to add qualitative and quantitative experience metrics to every homeowner transaction, eventually broadening to real estate agents as well.
CES became a topline company metric, reported on to the board. Within months of launch, we sent at a run rate of 34k emails annually, collecting ~1k responses a month. By EOY, we were sending 55k annually.
year
2022
timeframe
16 days
tools
Qualtrics
category
Research
outcome
Lifted CES by 1.2 (4.5 to 5.7) from launch to departture.
outcome
Led adoption of Doma's first company-wide experience goal.
outcome
Ended at a run rate of 12,000 survey responses/year.
Until 2021, Doma had no user-centered metrics as a part of our company top-line metrics. That year, we went through a series of trainings and company re-orientation to focus on homeowner experience - our new company north star. With that change, I led a project to add qualitative and quantitative experience metrics to every homeowner transaction, eventually broadening to real estate agents as well.
CES became a topline company metric, reported on to the board. Within months of launch, we sent at a run rate of 34k emails annually, collecting ~1k responses a month. By EOY, we were sending 55k annually.
year
2022
timeframe
16 days
tools
Qualtrics
category
Research
outcome
Lifted CES by 1.2 (4.5 to 5.7) from launch to departture.
outcome
Led adoption of Doma's first company-wide experience goal.
outcome
Ended at a run rate of 12,000 survey responses/year.
Until 2021, Doma had no user-centered metrics as a part of our company top-line metrics. That year, we went through a series of trainings and company re-orientation to focus on homeowner experience - our new company north star. With that change, I led a project to add qualitative and quantitative experience metrics to every homeowner transaction, eventually broadening to real estate agents as well.
CES became a topline company metric, reported on to the board. Within months of launch, we sent at a run rate of 34k emails annually, collecting ~1k responses a month. By EOY, we were sending 55k annually.
year
2022
timeframe
16 days
tools
Qualtrics
category
Research
outcome
Lifted CES by 1.2 (4.5 to 5.7) from launch to departture.
outcome
Led adoption of Doma's first company-wide experience goal.
outcome
Ended at a run rate of 12,000 survey responses/year.
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An image of an early internal report, shared company-wide.
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An image of an early internal report, shared company-wide.
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An image of an early internal report, shared company-wide.
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An image of an early internal report, shared company-wide.
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Details of the Qualtrics implementation structure I designed.
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Details of the Qualtrics implementation structure I designed.
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Details of the Qualtrics implementation structure I designed.
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Details of the Qualtrics implementation structure I designed.
03
An example of one of the reporting dashboards we developed.
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An example of one of the reporting dashboards we developed.
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An example of one of the reporting dashboards we developed.
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An example of one of the reporting dashboards we developed.
