The Retail Bank’s One-Stop Guide to Journey Mapping

Tara Litchfield  |  Director of Experience Design

May 30, 2017
 

Although retail banks have long been at the forefront of customer experience improvement, customers’ banking needs are changing at lightning speed — almost as fast as the role of fintech.  Customers have high expectations for their bank, partly because so many leading traditional and virtual banks have made significant investments in these areas.

To embrace innovative digital changes and bring them into the retail banks customer experience, banks must first learn how different customer segments want to engage with them across different channels of the customer’s life cycle. The best way to study and document customer experience opportunities across channels and life cycle is through qualitative research and customer journey maps.

This white paper, designed for retail banks, will show  you how to build a customer experience map and create an actionable framework for improving your customers’ experiences at every stage of the life cycle.

Download the PDF

Tara Litchfield |  Director of Experience Design
As Catalyst’s director of experience design, Tara develops engaging and effective experiences for our clients’ customers. She leads research initiatives that uncover new insights, then translates those insights into optimized customer experiences. She has worked with a variety of Fortune 500 clients, including American Express, Honeywell, Kaspersky Lab, Paychex, Sears, Anthropologie, Carpet One, Reebok, Verizon, and Campbell’s Soup, among others.

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