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 gathering previous research, affinity mapping it, and designing it. We then conducted internal research with stakeholders in the company around human centred design processes and artefacts. 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.