Journey Map | Direct Debits

Key Steps & Pain Points:

Detailing the essential steps involved in onboarding a Direct Debit Initiator.

Identifying and emphasizing the pain points present in the current end-to-end process for our Transactional Solutions Managers and Onboarding Bankers.

The Process:

Conducting hour-long workshops with Transactional Solutions Managers and Onboarding Consultants to meticulously map out the steps taken by our bankers, followed by customer actions and the channels and touchpoints involved.

These workshops provided frontline bankers with the opportunity to pinpoint significant pain points associated with specific touchpoints, forms, or processes, as well as identify steps they consider unnecessary.

Customer Experience Groups for Direct Debits

• Applying and Activating:

  When customers Apply for, and Activate their products and services [in other words, onboarding]. The experience we want to create is one where they can apply for and open products quickly and seamlessly. Where decisions are fast and transparent, and they can get going or make changes straight away with confidence. 

• Managing Money and Payments:

  The experience we want to create is one where customers are aware of their complete financial position and can move money around with ease. It’s where they’re supported to understand their finances better and to plan for the future.

• Digital and Assisted:

  The experience we want to create is one where customers can self-serve or work together with help from a banking representative to complete a task and get support. We see the same thing, which gives us both confidence and makes things simple for us. 

The results were presented to key General Managers overseeing these teams within their respective areas.

This presentation aimed to elucidate the causes of incidents occurring in their domains and to highlight significant opportunities for enhancement.

As a consequence, Leadership has taken note of several key pain points identified, which will be addressed by their operational excellence and process improvement teams.