| Property search | Website, online listing portals, friends and family, banners on balconies or fences, advertisements and leaflets available in various locations | Curiosity, uncertainty, desire to find a property quickly | Clear information, easy comparison of listings, up-to-date offers, full price disclosure, convenient property location | Outdated listings, unclear pricing, lack of properties in the desired area | Listing integration, cost calculator, categorization of listings by area | No |
| Contact with agency | Phone, email, chat, in-office visit | Hope, doubts, fear of a complex purchase process and formalities | Prompt response, professionalism, detailed answers to questions, clarification of doubts regarding the purchase process | Delayed responses, unprofessional client handling, insufficient staff preparation | Chatbot, online FAQ, customer service training | No |
| Property viewing | In-person meeting, virtual tour | Excitement, stress, disappointment | Accurate information, transparency, opportunity for a thorough property inspection | Hidden costs, pressure to purchase, lack of answers regarding property condition or equipment | Transparent property presentation, detailed information about the property | Yes |
| Negotiation and contract | Phone, email, chat, in-office visits, meetings, electronic documents | Stress, uncertainty, fear of errors or seller withdrawal | Clear terms, security, efficient handling of negotiation and contract signing, convenient location for signing | Complex documents, long travel distance to the contract signing location | E-signature, simplified contract templates, wide choice of locations for signing | Yes |
| Finalization with post-sale service | Key handover, meter readings, service support | Joy, satisfaction | Efficient procedures, accessibility, accurate completion of acceptance documents | Lack of post-sale support, errors in acceptance documents | Defective reporting app, follow-up emails, multi-step verification of acceptance documents | Yes |
