MyMapBanking Customer Journey Map
The prompt
Create a banking customer journey map for opening a new account
Make your own version
About the framework
Examine the move from application to everyday banking
Research, Application, Activation, Active Use, and Loyalty form the five stages. The sample follows a customer from comparing rates and checking coverage to identity verification, card delivery, direct deposit, bill pay, and referral offers. Each stage pairs four activities with an emotion.
An Opportunities strip lists instant card issuance, in-app identity checks, gamified savings, spending insights, and fraud alerts. The deposit amount, application time, delivery window, and rate-upgrade timing are illustrative details of this scenario, not promises from a named bank.
Use the map to review one account-opening path in a specific market. Replace the sample product terms and channels, then connect the opportunities to the points where customers actually need help.
What's included
What you get
- Five stages with four activities apiece
- Identity-check and initial-deposit entries in Application
- Activation steps for cards, the app, and deposits
- Five opportunities below the main journey
Banking Customer Journey Map
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Frequently asked questions
Common questions
Are the minimum deposit and delivery time bank terms?
They are sample entries. Replace the $25 minimum and five-to-seven-day card window with the terms of the account you are mapping.
What happens after the account is opened?
Activation covers card delivery and setup. Active Use then covers bill pay, savings goals, ATM access, and peer-to-peer transfers.
Can this cover customers who apply in a branch?
Ask to replace the online application steps with branch appointments, staff assistance, and the documents used in that journey.
Banking Customer Journey Map
Free to start. No credit card required.