This is a high level representation of the Home Lending experience that we want to create for 2024 and beyond.

To get to this high level view, we conducted customer interviews of which we then were able to base Behavioural Archetype of and create an experience view from their point of view.

The journey focus is of 'Let us take care of this for you', with the emphasis on 'care' which is what our customer research showed as well as customer wanting us to 'do certain things for them'.

The cards under the experience maps are the initiatives across the bank that support for this future state experience to be true.

Such as e.g Our banker workbench (CRM) enterprise wide upgrade that I am also heavily involved in, the Workflow Initiative that will be improving the processes across the Enterprise in order to allow for these things to be true alongside many others.

How it is used today

The icons from the various Initiative cards are shown inside each experience element. These form 'scenarios' for each initiative to take forward into their work and flesh out how it may show up in the future and what things need to be true for these scenarios to be brought to life.

As well as testing those scenarios to validate/disprove what our customers and bankers need to be solved for to make this future come to life.

Rough draft shown of workshop during Halloween of these particular scenarios to align all stakeholders. Including BAs, Architects, Developers, UX/UI Designers, Change Managers, Content Writers and Product Managers.