Use CJM to Increase User Engagement in Digital Banking by 20%

The usage of Customer Journey Mapping (CJM) has been a topic of debate. While some dismiss it in digital service design as a mere formality, others see it as an indispensable tool for crafting successful digital products. Moving beyond guesswork, CJM is proving to be a transformative tool, shaping the future of financial tech in profound ways. After ten years and over 150 unique digital financial product designs, we share the UXDA team's insights on how CJM benefits financial companies in the digital age.

Customer Journey Mapping in digital service design is a methodology used to visualize and understand the experiences that customers have as they interact with a company's digital products and services. It involves creating detailed maps that outline each step a customer takes, from initial awareness through to post-purchase interactions, highlighting key touchpoints, user goals, pain points, and emotions throughout the journey. By creating these detailed maps, financial companies can gain a comprehensive understanding of their customers’ experiences, enabling them to make informed, data-driven decisions in product development.

Importance of CJM in Digital Strategy for Banks and Financial Companies

One of the most significant impacts of CJM is the enhancement of user experience. Financial products and services are often complex, and without a clear understanding of user needs, they can become overwhelming and frustrating. CJM helps identify and address these pain points, leading to more intuitive and user-friendly interfaces. For instance, a bank that uses CJM to redesign its mobile app can streamline navigation, simplify transactions, and ensure that the most frequently used features are easily accessible, resulting in higher user satisfaction and engagement.

CJM is not just a tool for designing digital products; it's a strategic approach that can transform how financial services are developed and delivered. By focusing on the user journey, financial institutions can create products that are not only functional and efficient but also deeply engaging and emotionally resonant. 

Using CJM provides financial companies and banks with a number of advantages:

• Enhanced User Experience. By understanding the complete customer journey, banks and financial companies can identify and address pain points, making the overall experience more intuitive and satisfying. This can lead to higher user engagement and retention.
• Informed Decision-Making. CJM provides a data-driven approach to product design and development. It moves companies away from assumptions and guesswork, enabling them to make informed decisions based on actual user behavior and needs.
• Improved Product Design. By aligning product features with user expectations and needs, CJM helps in creating products that are user-centric. This leads to more intuitive interfaces and functionalities that resonate with users.
• Streamlined Development Processes. CJM fosters collaboration among different teams by providing a clear, shared vision of the user journey. This reduces inconsistencies, speeds up development, and ensures that all team members are aligned with the product goals.
• Competitive Advantage. In the competitive landscape of digital financial services, a superior user experience can be a key differentiator. CJM helps companies stand out by ensuring that their digital offerings are more aligned with user needs than those of competitors.
• Increased Customer Satisfaction and Loyalty. By addressing and improving key touchpoints in the customer journey, banks and financial companies can enhance overall customer satisfaction. Satisfied customers are more likely to remain loyal and advocate for the brand.
• Facilitating Digital Transformation. CJM plays a crucial role in digital transformation initiatives by shifting the focus from individual product features to the holistic user experience. This approach is essential for integrating various digital services into a cohesive ecosystem.
• Identifying Opportunities for Innovation. Through detailed analysis of the customer journey, companies can uncover unmet needs and opportunities for innovation, allowing them to introduce new features or services that add value and differentiate their offerings.

Despite the clear benefits, the importance of CJM in the digital strategy of banks and financial companies is often undervalued due to several reasons.

Many decision-makers are not fully aware of the value that CJM can bring. They might see it as an additional step that delays time-to-market rather than a crucial part of the design process that ensures long-term success. Properly implementing CJM requires time, effort, and resources. Some companies may be reluctant to invest in a process that seems cumbersome and time-consuming, especially if they are under pressure to launch products quickly.

Financial institutions often prioritize immediate returns and CJM is seen as a long-term investment, which can be difficult to justify in a culture focused on quarterly results. Also, traditional financial institutions may resist adopting new methodologies like CJM, especially if their existing processes have been in place for a long time. Change can be challenging and may face internal resistance.

One of hidden challenges could be a misalignment between different departments (e.g., IT, marketing, product development) regarding the importance of user experience. Without a unified vision, the value of CJM may not be fully recognized and implemented.

In general, some financial companies may underestimate the impact of user experience on their business success. They may focus more on technical features and compliance rather than on how these features are experienced by the user.

Unlocking the Magic of Customer Journey Mapping in Finance

Customer Journey Mapping (CJM) often works like magic. It transforms the way products are designed, making them more user-centric, intuitive, and impactful. For us, CJM has been a game-changer, helping UXDA team create products that resonate deeply with users, driving both engagement and satisfaction. Here are some key business cases for CJM, illustrated with brief examples from our portfolio:

1. From Guesswork to Confidence

CJM offers a structured approach to understanding complex interactions between a brand, its products, and user needs. By mapping out these touchpoints, financial companies can move beyond guesswork, making informed decisions based on data and user insights.

Example: By mapping out the journey of users looking to invest, the bank discovered that customers found the process overly complicated and intimidating. Through CJM, the bank identified specific areas for improvement, such as clearer guidance on investment options and more straightforward portfolio management tools. The result was a more approachable platform that saw a 20% increase in user engagement and a substantial boost in customer satisfaction.

2. Eliminating Chaos in Complex Financial Products

Financial products are often intricate, with numerous features that can overwhelm developers and users. CJM simplifies this complexity by aligning product development with user needs at every stage.

Example: A fintech company applied CJM to its digital loan service, which initially suffered from high abandonment rates. By mapping the customer journey, the company pinpointed specific stages where users encountered difficulties, such as complex application forms and unclear eligibility criteria. Addressing these issues based on user insights led to a more streamlined application process, reducing drop-off rates by 30% and increasing loan approvals.

3. Accelerating Business Goals

A well-implemented CJM aligns the product's features with the company's business goals and values. It helps identify the core purpose of the product and ensures that every design decision supports this purpose.

Example: A credit union leveraged CJM to align their new mobile app with their goal of enhancing member engagement. By focusing on key user touchpoints, they increased digital interaction rates by 30%.

4. Reducing Inconsistency

One significant challenge in product development is ensuring all team members are on the same page. CJM serves as a concrete document that clearly outlines the product vision, user needs, and business goals, fostering collaboration and reducing inconsistencies.

Example: A global bank faced internal disagreements about their app’s direction. CJM brought the team together, clarifying the product vision and leading to a unified design approach that reduced development time by 15%.

5. Empowering Digital Transformation

CJM shifts the focus from individual features to the overall user experience. This user-centric approach is crucial for digital transformation, especially in large organizations where different departments often operate in silos.

Example: A traditional bank utilized CJM to integrate its separate credit card, loan, and payment services into a unified digital platform. This integration improved the overall user experience by providing a seamless transition between different services, leading to a 25% improvement in customer satisfaction scores.

6. Identifying Growth Points

Through CJM, companies can pinpoint areas where the user experience can be improved. By addressing these growth points, businesses can innovate and add value to their products.

Example: An online brokerage firm discovered through CJM that many users struggled with the account setup process. By simplifying this process, the firm reduced onboarding drop-off rates by 40%, making it easier for new users to start trading and investing.

7. Building Emotional Connections

Ultimately, CJM helps financial brands build strong emotional connections with their users. By addressing pain points and providing intuitive, delightful experiences, companies can foster trust and loyalty.

Example: A mobile payment app used CJM to understand user frustration with transaction notifications. By redesigning this feature to be more timely, friendly and informative, the app increased user satisfaction, proving that small improvements can have a big impact.

CJM is Shaping the Future of Financial Tech Beyond Guesswork

Moving beyond guesswork, CJM provides financial companies with a data-driven foundation for decision-making. It shifts the focus from what companies think customers want to what customers actually need and experience. This transition is crucial for developing products and services that truly meet user expectations.

The practical utilization of Customer Journey Mapping reveals its transformative potential in digital financial services. CJM provides a structured approach to understanding user interactions, enabling financial companies to make informed decisions based on concrete data and insights. This methodology helps streamline complex financial products, ensuring that they align with user needs and business goals, resulting in a more intuitive and user-friendly experience.

The examples highlighted demonstrate how CJM can lead to significant improvements in user engagement, satisfaction, and loyalty. By focusing on key touchpoints and addressing user pain points, financial institutions can reduce development time, enhance digital interactions, and foster strong emotional connections with their users. Ultimately, the strategic application of CJM not only enhances the overall user experience but also drives tangible business outcomes, positioning financial companies for greater success in the digital era.