user journey map

use r ourney

pre-service period

advertising

•financial institutions will begin to advertise this new process and name it/advertise it as they each see fit

social media

•social media advertise as they see fit towards their targeted audience

word-of-mouth

•the process will end up catching the attention of many users through this process; especially older people looking out for the younger people

past experiences

•people might just instantly think this is a trick or scheme to get people to pay money

expectations

•there might be a lack of trust in the process seeking the best route for individual scenarios

map

service period

service journey

•each financial institution can make the journey appear differently on their websites/apps/ platforms

•the services appearance and structure might all be a little different from one another - it is just the process that remains the same

•the journey always will start out with a verification on the individual being a first timer to their personal finances and getting things on track

•after they are approved, each institution will follow the exact IFG process guidelines

•IFG guidelines can always change and update - institutions will have to account for these updates and changes to their websites/ads/platforms

experiences

•there is a chat in the corner for any questions or concerns during the IFG process

post-service period

customer relationship management

•financial institutions will each be responsible for their own relationships with their users

social media

•financial institutions will each be responsible for their own social media

word-of-mouth

•the IFG process will take wind in the community and people who start to use it will inform everyone they know about it and advise those who haven’t started to use it yet to do so

satisfaction/dissatisfaction

•there is a chat in the corner for any questions or concerns during the IFG process