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Internet Banking User Journey Mapping

INTERNET BANKING APPLY USER JOURNEY & EMOTION MAP Your users opened a High Interest Saving account at the FI branch. They reached the Internet Banking promotion via different platforms, and then decided to gain Internet Banking access. I just opened an High Interest Saving account with Abank.I do need The effective and contextual factors that will affect your users emotion towards vendors are: sense of security, simplicity and easy steps to register. Internet Banking access. I'm not sure l'm able to go through all this hassle. I'll go online. Why do they need so much information Aspirational Now I have to go get my drivers license There's a lot here Overwhelmed 900 Frustrated TOUCH POINTS I think I'm getting there 0 Hopeful Can't wait to try it out. Excited & empowered Login wasn't too bad Emotional Receive information Research what can about Internet Banking via different platform experience Internet Banking do Confirm and complete registration Enter personal details and pick a password Enter customer Login to Internet Banking details Phase of the journey Awareness Discover Your users begin by just learning about the Internet Banking. Goal Your users are conducting research to expand their knowledge of what Internet Banking can do. Register for Internet Banking Confirm existing customer Capture user information At this point the users The primary goal is to understand the differences of Internet Use Complete the registration Your users are conducting the registration process. have made the decision to Banking, and make the final register IB. At this stage your users have completed the registration already, they are expecting an easy login to try out their new Internet Banking. choice. Now they focus on going through the process. Their primary goal is complete the task in a simple and easy way without spending too much time. .. .

Internet Banking User Journey Mapping

shared by norah.han.5 on Jan 31
User journey and emotion map of Internet Banking Apply. Mapping user's touch points and emotion.


Norah Han




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