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.