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SMALL BUSINESS CUSTOMER JOURNEY


Service design, visual design


I worked together with the small business journey manager to create a small business customer journey - from the triggers of someone wanting to start a business, right through to transferring the business/retiring.

We started by ideating the journey, digitising it, demonstrating it to stakeholders in the company and validating it with previous research. This is a work in progress so stay tuned for updates!




The swimlanes contain needs and motivations, touchpoints, working with advisor relationship, painpoints, opportunities and confidence level.






Linh Nguyen 2018