Customer Journey Map

About Crédit Agricole 🔍

It is a part of the Crédit Agricole Group, ranked among the top 10 largest banks in the world regarding assets value, operating in 48 countries and serving over 52 million customers. It is also one of the most favored banks in Poland ❤️

Client Challenge 🔥

The client challenged us to develop seven omnichannel maps that provide operational support for decision-making to improve and implement a better customer experience for the bank. Our main focus was:

Solutions ✅

We met with product owners and the bank's team to select the appropriate paths, reduce abandoned purchases, improve customer service, and customize products for the target audience. We used Mural to run the online workshop and prepare the map. Based on feedback, we made additional changes before final approval.

Workshop 🙌

To create the Customer Journey Map, we defined personas and described the current state of the process. We then determined the stages, identifying key steps and completing actions. We developed a list of necessary actions enriched with customer thoughts and emotions. We identified and solved potential problems, generating recommendations for improving the customer experience.

Results 🚀

The workshop with bank specialists resulted in significant process improvements. They included allowing customers to manage appointments through mobile services and improving the user experience. Mobile authorization for deposit and withdrawal transactions reduced paper usage and raised environmental awareness. We evaluated the customer touchpoints to leverage chatbots for prompt responses and create an exceptional customer experience with the bank.