Overview

Revamping community management for Dubai's premier developer

Renowned for building the Burj Khalifa — the world’s tallest skyscraper — and the massive Dubai Mall, Emaar Properties is a pioneer in the real estate development space. Beyond these shimmering landmarks, Emaar’s portfolio also includes a suite of master-planned communities throughout the United Arab Emirates and beyond.

But there was a gulf between the sparkling residential properties for sale on Emaar’s website and the company’s clunky community management experience. Learn how Horizontal implemented a more intuitive user experience for Emaar that empowers its luxury brand to shine.

 

The Response

Architecting a friction-free digital experience that tells the Emaar story

To help Emaar’s web experiences keep up with the company’s ambitious development goals, we created a solution for property managers to quickly spin up digital sites as needed. We also gave Emaar’s logged-in resident portal a facelift to align it with the brand’s public-facing website.

Redesigning the Sakani portal

Next, we renovated the front-end of Emaar’s third-party community management portal to reflect the company’s luxury brand. Specifically, we developed an interactive widget-based dashboard and integrated it into Sakani to enhance the portal’s functionality. This vastly improved the user experience and enabled residents to pay bills, schedule maintenance and perform other tasks with ease.

 

Arturo Mendiola

VP, Client Services & Strategy

Arturo has been leading client business through digital strategy and activation, earning his stripes on holistic marketing campaigns, enterprise marketing technology and digital transformation. He's worked for agencies and consultancies large and small including ICF Olson, Digitas and Publicis Sapient; playing an integral role in leading initiatives for blue chip brands since 2002. His efforts and the projects he’s led have been awarded and recognized by the Effies, Webby nominations, a mention in TED and even a Sitecore Experience award.

Join us for the first all-digital Sitecore Symposium October 26-28, 2020.  Arturo will be speaking about Shaping Digital Experience for Global Mobility, <date>, <time>.




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Redesigning the Sakani portal

Next, we renovated the front-end of Emaar’s third-party community management portal to reflect the company’s luxury brand. Specifically, we developed an interactive widget-based dashboard and integrated it into Sakani to enhance the portal’s functionality. This vastly improved the user experience and enabled residents to pay bills, schedule maintenance and perform other tasks with ease.

 

The Result

Emaar 2.0: Seamless end-to-end experiences across the customer journey

 By taking an experience-forward approach to Emaar’s problems and pain points, we’ve elevated the design of every community page and put the real estate developer back in the driver’s seat. Today, the disconnect is gone — Emaar’s public-facing web experience looks and feels the same as the logged-in Sakani portal. Visitors can navigate touchpoints with ease, and we’ve reinforced Emaar’s role as the #1 advocate for residents and investors across the Western Asia region.

Insights

Customer experience in emerging countries

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Work

Formica

Re-imagining an iconic brand from the customer up

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