Improving real estate CRM user experience and satisfaction: A user-centered design approach
Ferreira M.S. Antão J. Pereira R. Bianchi I.S. Tovma N. Shurenov N.
June 2023Elsevier B.V.
Journal of Open Innovation: Technology, Market, and Complexity
2023#9Issue 2
Despite the growth in CRM installations, e-CRM projects still have a significant failure rate, even after substantial investments in CRM technology. High rates of failure mean that the current requirements for developing and designing CRM need to be analysed. Its not enough to just look at data related to a services efficiency; its also crucial to consider the impact on the user experience and their overall level of satisfaction. Given that CRM is a people-centric business strategy, its pertinent to wonder how much progress may be made in a similarly people-centric field like Real Estate through the development and use of a user-centred design approach. This study aims to seamlessly integrate a mobile customer relationship management (m-CRM) system with an electronic customer relationship management (e-CRM) system to increase customer loyalty, satisfaction, and performance through a user-friendly interface. User research, preliminary interviews, five usability interviews, and satisfaction surveys confirmed the functionality implemented and for each iteration, an expert was used to evaluate it. For this artifacts creation and assessment, the DSR technique was used, with each interview serving as a data point for the model. It was determined that the Desktop interface solution may improve this CRMs ease of use and user satisfaction, thereby benefiting the real estate industry through strengthened connections and more straightforward oversight of professionals performances.
Desktop interface , Electronic customer relationship management , Human-centred design , Information systems , Real estate , User experience , User interface
Text of the article Перейти на текст статьи
Instituto Universitário de Lisboa (ISCTE-IUL), Lisbon, Portugal
Instituto Universitário de Lisboa (ISCTE-IUL), Instituto de Telecomunicações (IT), Lisbon, Portugal
Higher School of Economics and Business, Al-Farabi Kazakh National University, Almaty, Kazakhstan
Instituto Universitário de Lisboa (ISCTE-IUL)
Instituto Universitário de Lisboa (ISCTE-IUL)
Higher School of Economics and Business
10 лет помогаем публиковать статьи Международный издатель
Книга Публикация научной статьи Волощук 2026 Book Publication of a scientific article 2026