The 5-minute Move-In

Designing a Frictionless Customer Journey

8 Apr 2026 | 4:00 pm - 5:00 pm (HKT, GMT+8)

Details

Date: 8 Apr 2026 (Wed)

Time: 4:00 pm – 5:00 pm (HKT, GMT+8)

Type: Webinar

Ticket: FREE for members

HK$300 for non-members

Speaker: Gavan Stilgoe

Head of Customer Strategy, R6 Digital

How to turn enquiries into paying tenants with a seamless digital move-in flow

Today’s customers expect to complete everything online — from unit selection to payment, contract signing, and access — in one smooth flow. Yet in many self storage operations, the move-in journey remains fragmented, slow, and full of friction that quietly erodes conversion.

This session looks at digital move-ins purely from a customer experience and product design perspective. We will break down what a true “5-minute move-in” journey looks like in practice, examining each critical step: unit selection, payment, identity verification, contract signing, and access handover — and how friction at any point directly impacts conversion from enquiry to move-in.

Beyond the mechanics, the session will also explore customer sentiment and brand promise. Many operators position self storage as “easy” or “convenient”, yet rarely test whether their actual move-in journey aligns with what customers perceive as easy. Drawing on customer journey analysis and focus group insights from within the self storage industry, this webinar will highlight where expectations and reality most often diverge.

Instead of focusing on staffing models or unmanned operations, this webinar concentrates on how customers buy storage, and how a well-designed digital move-in flow can improve conversion rates, shorten time-to-revenue, and strengthen brand trust.

In this session, we will explore:

  • What an ideal digital move-in journey looks like from the customer’s point of view

  • How friction impacts conversion rates from unit view to completed move-in

  • Common drop-off points — and why they matter more than operators think

  • How to streamline payment, ID verification, and contract signing into one seamless flow

  • What “instant access” really means in practice

  • The difference between “online booking” and a true end-to-end digital move-in experience

This is a practical, product-focused session for operators who want to increase conversion, speed up move-ins, and deliver on the promise of “easy storage” — without turning the process into a major IT project.

Gavan Stilgoe

Head of Customer Strategy

R6 Digital

Gavan Stilgoe

Head of Customer Strategy

R6 Digital

Gavan brings a design-first approach to marketing, backed by a career that spans creative, digital and strategy leadership. After completing a Bachelor of Design at QUT and working as a landscape and interior designer, he spent five years leading a design and web studio, delivering branding, marketing, websites, apps and digital systems for organisations ranging from SMEs to government and law enforcement.
For the past six years at R6 Digital, Gavan has specialised in marketing and strategy for the self-storage industry, supporting clients across the UK, South Africa, Asia and Australasia, from single-site operators to multi-national groups. As of 2026, he leads design and marketing strategy across R6 Agency, bringing broad experience and a holistic approach to client growth.