Centralis used journey maps to help SIRVA dramatically enhance its residential moving services.
SIRVA, a leading relocation services provider and owner of such brand-name moving companies as Allied Van Lines, sought to create a full-service relocation offering for its consumers. The service was designed to assist individuals with their real estate, mortgage and moving needs by coordinating these efforts through a SIRVA Personal Relocation Planner.
- Customer Journey analysis
- Persona development
- Service design vision
Centralis’ research led to the identification of 8 areas of opportunity to address consumer pain points in the moving process. These ranged from difficulty in finding time to prepare a house for market to problems in evaluating moving providers to coordinating the chaos of moving day. Using these areas opportunity as a springboard, Centralis recommended ten key innovations with the potential to enhance the value proposition of the SIRVA service.
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