Case Study
Loft’s Marketplace
Bridging the gap between digital and physical real estate experiences in Mexico
Summary
Mexico's proptech market operates at the intersection of digital and physical experiences. As CPO at Loft Mexico, I led the development of a next-generation real estate marketplace designed to bridge this gap.
Key Results
Achieved NPS of 45, reduced churn by 20% due to better transaction cost transparency and improved website-to-property visit conversion by 30%.
My Role
As Chief Product Officer, I directed the end-to-end product development process, focusing on creating a user-centric platform that integrated robust data insights, self-service tools, and personalized recommendations.
The Challenge
The traditional real estate journey in Mexico created several significant challenges. Users experienced a disconnect between online research and offline transactions, while property information lacked transparency and standardization. Decision-making was complex and overwhelming without proper tools or guidance.
Customer support teams and our internal real estate agent sales team were overwhelmed with repetitive requests that could be handled through self-service options. This created inefficiencies and limited our ability to scale, which was concerning as we planned to expand into 4 new cities within a year. Additionally, personalization was minimal in the traditional property search, with users seeing generic listings rather than options tailored to their specific needs.
We developed self-service tools that empowered users throughout their property journey. Interactive financial calculators helped users understand affordability, while our document management system streamlined paperwork. Integrated communication channels facilitated direct connections between buyers, sellers, and agents. These tools contributed to our 20% reduction in churn by making the process more transparent and manageable.
Our AI-powered recommendation engine personalized the user experience based on preferences and behavioral patterns. This played a key role in improving website visit to first property visit conversion by 30%, creating meaningful connections between online users and physical property viewings.
The robust analytics system captured real-time insights about user behavior and platform performance, enabling more efficient decision-making across the organization and identifying new opportunities for growth.
The marketplace successfully bridged the gap between digital convenience and human interaction in real estate transactions. The results—strong NPS, reduced churn, and improved conversion from website to property visits—validated our approach and established a strong foundation for continued growth in Mexico's competitive proptech market.
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