The Honeymoon PeriodJourney MappingCase Study: Evaluating the Onboarding Experience

BUSINESS ISSUE

• A major financial institution knew they had a good on-boarding experience. They wanted to design a great experience to grow share of wallet.
• How do we identity channel-specific strategies to improve the new customer experience?

APPROACH

• Evaluated moments & assessed the journey across the first 100 days of the customer experience
• Combined individual ethnographic exercises with short “pulse” surveys using two separate platforms
• Drew nuances and emotions from individual stories

STRATEGIC OUTCOMES & IMPACT

• Identified three critical decision points allowing the institution to be more proactive in personalizing the experience with relevant communications.
• Designed an alternate customer concentric communications program
• Optimized and rolled out the program further entrenching customers