CASE STUDIES
BRINGING A FITNESS CENTER CONCEPT TO MARKET
•Problem: Taking an idea and turning it into a complete product
•Solution: I created Plyo Box Fitness center to capitalize on an underserved market. Independent personal trainers who needed a flexible space to grow their businesses while offering their clients a unique and personalized fitness experience.
TRANSFER JOURNEY REDESIGN
•Problem: Below market renewal numbers across the portfolio.
•Solution: Developed Customer Journey Map highlighting pain points and opportunities leading to a redesign of Move-in Journey and renewed focus on Transfer Journey as a critical feature in the Retention Journey alongside the Renewal Journey. My research triggered operational efficiency ideation across the organization.
SMOKE FREE PROGRAM DECISION PRESENTATION
•Problem: Business case needed to support converting to smoke-free communities.
•Solution: Reviewed and analyzed national data and resident surveys to support my hypothesis of a net positive gain of renewal and customer sentiment by converting to a smoke-free model.
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•11% of Cortland residents currently smoke, which is lower than national population data of 14%.
•26% of residents would be “much more likely to renew” vs 12% of residents that would be “much less likely to renew” if their community was smoke-free.
•With a conservative increase of 5%, year over year, resident growth, excluding external factors and accounting for non-renewals as a result of the smoke-free policy, a 5-year forecast can predict an average of 14,490 renewals per year and a total of 72,450 renewals over five years, because of the smoke-free policy.
•Additional financial benefits include a decrease cost in unit turns, a decrease in insurance premiums, decrease in fire damage, and acquisition of like-minded prospects allowing for a more fine-tuned marketing message.
PROGRAM DATA LEADERSHIP DASHBOARD CREATION
•Problem: Multiple resident facing programs requiring quarterly outcome review.
•Solution: Synthesized aggregate data to develop summarized snapshots for insight formulation.
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Before: Cumulative aggregate data points relative to KPIs.
After: Summarized data by providing a trailing 30-day, Year over Year, and benchmarking data points. Further analysis provided in executive summary highlighting insights mined from the data, including assumptions and potential forecasting opportunities.
WELLNESS PROGRAM EVALUATION
•Problem: Two-year review of Elevate program in 2018.
•Solution: Defined program goals and highlighted social and financial outcomes.
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ROI Evaluation:
The Elevate program is 0.06% of average rent revenue and cost less than $1 per unit to run across the portfolio. Additionally, 49% of residents say that they are more likely to renew because the service is offered at their community. An assumed ROI, considering Elevate was the only factor in a resident's decision to renew (which is unlikely), would be 7,230%.
STANDARDIZE FITNESS CENTER SIZING AND BUDGETING
•Problem: Lack of standardization in fitness center sizing for new development projects.
•Solution: Created proprietary formula to identify minimum square footage needed for fitness centers, that is currently used on all new development and renovation projects.
