Infographic: Journey Mapping

Journey map of a bank’s onboarding ‘Honeymoon Period.’ Weekly satisfaction from Week 1–12+, key touchpoints: advisor thank-you call, customer-service call, personalized brochure, newsletter, 1-800 call preventing defection, interaction with competitor, sharp dip at Week 9, action taken at Week 10 (website visit, additional investments), survey received Week 11. Satisfaction generally improves to ~8 afterward.
Honeymoon Period | Journey Mapping — Evaluating a Financial Institution’s Onboarding Experience

Title: “Honeymoon Period | Journey Mapping – Evaluating a Financial Institution’s Onboarding Experience.”
Assessment interactions are shown with small gray speech bubbles.
Timeline by week with approximate satisfaction (1–10) and events:
• Week 1 (~10): Advisor calls to thank for business and outline program.
• Week 2 (~5): Customer-service rep calls; customer questions being valued.
• Week 3 (~9): Personalized brochure received; feels important.
• Week 4 (~8): Company newsletter received.
• Week 5 (~8): Assessment interaction only.
• Week 6 (~7–8): Assessment interaction.
• Week 7 (~7–8): Called 1-800; interaction prevents defection to competitor.
• Week 8 (~7): Interaction with competitive agent.
• Week 9 (~2): Assessment interaction; sharp dip.
• Week 10 (~9–10): Took action—visited website and made additional investments.
• Week 11 (~8): Received transaction survey; “They care.”
• Week 12+ (~8): Satisfaction stabilizes around 8.
  • Infographic Transcription

    HONEYMOON PERIOD | JOURNEY MAPPING

    Evaluating a Financial Institution’s Onboarding Experience

    (Gray speech bubble icon) = assessment interactions

    Timeline & Events

    Week 1:

    • Satisfaction ~10

    • Event: “Received call from advisor to thank me for my business and outline my program; made a big impression early”

    Week 2:

    • Satisfaction drops to ~5

    • Event: “Received call from a customer service rep; am I a valued customer?”

    Week 3:

    • Satisfaction rises to ~8–9

    • Event: “Received a personalized brochure; ‘I’m important'”

    Week 4:

    • Satisfaction ~8

    • Event: “Received company newsletter”

    Week 6:

    • Satisfaction ~7–8

    • No specific event other than assessment interaction

    Week 7:

    • Satisfaction ~7–8

    • Event: “Called 1-800 number, interaction prevented him from going to the competition”

    Week 8:

    • Satisfaction ~7

    • Event: “Interaction with competitive agent”

    Week 9:

    • Satisfaction drops sharply to ~2

    • No specific event other than assessment interaction

    Week 10:

    • Satisfaction spikes back to ~9–10

    • Event: Took ACTION: “Visited website, made additional investments” (pink box)

    Week 11:

    • Satisfaction ~8

    • Event: “Received a survey about his transaction — ‘They care'”

    Week 12+:

    • Satisfaction remains ~8