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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 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.






Linh Nguyen 2018