Cotality (formerly CoreLogic) partnered with our capstone team to investigate why only 13% of homeowners reuse their real estate agent, despite 80% expressing intent to do so. Our goal was to uncover the behavioral and communication gaps that lead to this drop-off and identify opportunities for long-term agent-client engagement. I led the insight synthesis phase of the project. We conducted interviews with 15 homeowners and agents, ran a competitive analysis of CRM and homeowner engagement tools, and synthesized key patterns using affinity mapping. We discovered that while homeowners don’t want routine check-ins, they do value useful, well-timed updates such as maintenance reminders or local safety tips. On the agent side, we found challenges in scaling personalized outreach and a lack of CRM adoption due to usability issues. Our insights informed early product directions for a lightweight post-sale dashboard that helps agents stay top of mind by offering timely, relevant value rather than generic follow-up.