Emaar

Services

CX Strategy
Development
Experience and Commerce Platforms

Platform

Sitecore

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.

Blueprinting community websites with reusable Sitecore Components

Our first step: Craft a library of modular building blocks for Emaar’s marketing team to utilise across each property’s webpage. As a core proof of concept, we started with the Downtown Dubai community. The rest of the property pages follow the same layout, structure and codebase — with customized content and branding elements to enable each community to showcase its individual brand. This digital library allows Emaar to quickly launch new pages to promote residences under development.

Redesigning the Sakani portal

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

The case for culture as strategic foundation

Link

Work

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