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.


Our Work

  • Customer Journey analysis
  • Persona development
  • Service design vision


The Outcome

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.

Learn more about what we do:

Related Case Study


Other real estate Clients

  • Century 21
  • National Association of Realtors




About User Research

Great designs depend on knowing how your users think and what they do.  We bring you new perspective and insights that drive innovation.