About This Resource
A structured journey mapping template covering customer stages, touchpoints, customer actions, emotions, pain points, and improvement opportunities. Designed for banking customer experience teams.
When designing or reviewing a customer journey for a specific product or segment.
CX Lead, Product Head, Head of Retail Banking, Marketing Lead
- Journey name
- Customer segment
- Stages
- Touchpoints
- Pain points
- Formatted journey map document
- Downloadable Word/PDF
Fill In the Template
Journey Overview
Define the journey being mapped and the customer segment it applies to.
Stage 1: Awareness
How does the customer first become aware of the product or service?
Stage 2: Consideration
How does the customer evaluate the product against alternatives?
Stage 3: Application
How does the customer apply for the product?
Stage 4: Decision
How is the application processed and the decision communicated?
Stage 5: Onboarding & Activation
How does the customer receive and activate the product?
Summary & Priority Actions
Capture the most important insights and next steps from this mapping exercise.