Journey Mapping | Onboarding Direct Debit Initiators

Problem:

The onboarding process for Direct Debit Initiators was cumbersome, causing frustration among Transactional Solutions Managers and Onboarding Bankers, leading to delays and customer dissatisfaction.

Approach:

Conducted workshops with Transactional Solutions Managers and Onboarding Consultants to map the end-to-end process. This allowed the team to identify pain points, unnecessary steps, and customer actions.

Solution:

Developed a streamlined onboarding experience focused on quick applications, transparent decision-making, and easy financial management. Results were presented to leadership, highlighting opportunities for operational excellence and process improvements to enhance customer experience.

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.