Customer Journey Map for Banking/Finance

Hello everyone,

And this is for what a Customer Journey Map gets built. After breaking the Finance/Banking Customer Journey into stages, you get a clear view of each stage and your customer experience there. The next step is to think about how you can make their journey a bit less stressful and more enjoyable.

Is it even possible to make a customer of the bank happy and satisfied during their journey? Check on our Customer Journey Map for Banking/Finance and its Persona Aline, to get the answer. Aline gets interested in a loan about which she learns from a notification from her bank.

With the help of the map you can learn:

- which stages she went through until getting the loan, - what her goals and expectations were on each stage, - which channels she used, - what things could potentially improve her experience.

Also, you will find out whether she decided to get insurance offered to her at the end of her journey with a 25% discount or not.

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