Customer experience research
In this project, my focus was to highlight the customer experience of a new service delivered by the bank. I started understanding who the users were and how they interact with the bank. I represented every step of the journey from when users are running price comparisons, to when users try the product, to when users may resort to customer service if their needs aren’t met. I explored every touch point to understand possible problems for the users.
Project customer experience research
Skills customer journey, personas
Client Banca Mediolanum
TOUCH POINTS ANALYSIS