The global real estate market is fiercely competitive. With new competitors and the rapid advancement of PropTech, established players must work hard to offer premium experiences at scale. For Knight Frank digital is critical for responding to the new entrants and an opportunity to deliver a seamless experience to customers.

EPAM’s digital strategy team were recruited to help work digital into Knight Frank’s DNA. Working with boards and senior teams we framed the challenges, then initiated a 16-week programme to transform this team. With collaboration, empowerment and by inspiring independence, we aligned on what the future would look like in 3-5 years, understanding the increasing influence of personal assistants, A & VR experiences and the rise of AI within communication channels.

By conducting workshops, research and by reviewing the full customer journey, we began to overlay insights, ideas and digital forward thinking to create a canvas of how digital could impact Knight Frank - internally and across the customer experience.

As design director my aim is to manifest ideas, insights and journeys envisaged throughout the engagement with a small team of incredible UX and UI designers. Working with senior client teams we balance emotional, historical brand attachment with an optimistic and contemporary digital outlook. Working with the CMO and brand leadership, we challenged every aspect of the Knight Frank's digital brand. We discovered an evolving look and feel already in flight across printed collateral that we could build upon to better serve digital channels.

In an incredibly short period, we devised a scalable approach to serve property details; Page templates that could administered by local agents. Whether an exclusive Mayfair office or an industrial estate warehouse, our templates were designed to give viewers an unprecedented, detailed view. Our designs enabled Google Street View walk-throughs, guided 3D tours and at a more basic, yet fundamental level, a photographic creative direction worthy of properties on the market for many millions.

Strategic engagements must pack a punch. Each page view, modal, interactive element is hard fought and challenged with high scrutiny as it's promoted across the business.

Our UX team created a convincing journey through the front door; an aspirational story of each product that set the tone for future releases. We tasked ourselves to persuade potential investors to engage. From enriched product page modals that upsell interior design services, on-page mortgage and global market currency calculators, to easy-to-search property databases and quick contact with local agents and local knowledge.