Case Details

Our client, a financial services company, struggled with fragmented customer experiences across touchpoints. Prospects often dropped off during the application process, and existing customers found it difficult to access support consistently.

• Unclear customer pathways led to high drop-off rates

• Inconsistent support channels created frustration

• Limited visibility into customer needs and behaviors

• Lack of personalized experiences across platforms

  
  

Our Approach

We performed end-to-end journey mapping to identify pain points and opportunities for improvement.

• Research & Interviews: Gathered data from customers, frontline staff, and analytics.

• Mapping: Created detailed journey maps for acquisition, onboarding, and support phases.

• Touchpoint Optimization: Streamlined digital forms and consolidated support channels.

• Personalization Framework: Introduced tailored communications at each stage.

  
  

Execution

We redesigned the onboarding flow, integrated chatbot support, and launched a consistent tone across communication channels. Visual journey maps were provided to teams to align strategies.

• Unclear customer pathways led to high drop-off rates

• Inconsistent support channels created frustration

• Limited visibility into customer needs and behaviors

• Lack of personalized experiences across platforms

  
  

Results

• 50% reduction in application drop-offs

• 2x improvement in customer support response times

• Higher satisfaction scores in post-journey surveys

• Teams aligned around a unified, customer-first approach

Conclusion

Customer journey mapping provided clarity, alignment, and actionable insights. The project transformed fragmented experiences into a seamless, supportive process that built trust and long-term loyalty.