As part of a research team our goal was to understand and re-imagine the small business customer experience across one product (a medium sized small business loan). We held stakeholder interviews to map a paper blueprint of the experience from a back office & banker perspective.
The map was first paper-based. We workshopped with stakeholders to fact check, fill in gaps, capture pain points (Adaptive Path input on methodology) and then designed and created a digital map of complete process identifying current state, pain-points & delighters (back office & assumed customer), regulations, black holes & process loops, timelines & hand-offs, customer & stakeholder comments & questions.
* Interviewed 12 customers to understand their end-to-end experience
* Got a clear understanding of customer and stakeholder pain points and identified overlap
* Identified take-aways & opportunities to prototype solutions which we formatted into a customized blueprint of the end-to-end service