Large Mortgage Provider – Journey Mapping

The Client

The client is an Australian retail financial services group with operations spanning all mainland capital cities and major regional centres throughout Australia.

The Challenge

The client’s Customer Champions team needed a support to enable them to better undertake journey mapping methodologies across key customer journeys within the organisation.

The Approach

Strativity delivered a best practice online workshop aimed at helping the client’s Customer Champions to understand that the main role of mapping the customer journey from a qualitative perspective is to identify improvement opportunities to enhance the experience delivered to customers. Practical exercises included developing evidence-based representations of the customer experience highlighting the most common journey stages; key observations, pain points and issues, Improvement opportunities and segment variation.

The Results

The Strativity team was delighted to be able to work with the client’s Customer Champions to help them achieve the client’s purpose, “Putting progress within reach of more Australians”.