Customer Journey Mapping
Digital-first banking vs. Traditional banking
This project aims at understanding how different user types experience banking onboarding. The goal is to understand not just what users do, but why they do it and how they feel, enabling you to design more intuitive and effective digital experiences.
Banks on spot for this project:
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Digital-first: Monzo, Starling Bank
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Traditional: Barclays, Lloyds (with digital onboarding)
Research Methods Used:
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Download apps and go through onboarding
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Read app store reviews focusing on onboarding experiences
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Check Trustpilot reviews for onboarding-specific feedback
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Review regulatory requirements (FCA guidelines for customer onboarding)
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Look at each bank's help documentation
Timeline for this project:
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Research & Data Collection: 4 days
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Quantitative Research: 2 days
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Presentation: 3 days
Bank Onboarding Userflow Diagrams
