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  • Customer Experience: Stages of Journey Enter Password Request Recovery

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    Diksha Badoga
    20 views2 pages
    The document outlines a customer's frustrating journey trying to access their bank account online. It shows the customer's failed login attempts leading to their account being suspended, their attempts to recover their password and reactivate their account through the website, hotline and branch, and their thinking and feelings of frustration during the process. It concludes with recommendations for the bank to better warn customers before suspending accounts, revise instructions, and seek feedback to improve the customer experience.

    Original Description:

    Journey map of online password recovery sytem

    Original Title

    Customer Journey Map

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    The document outlines a customer's frustrating journey trying to access their bank account online. It shows the customer's failed login attempts leading to their account being suspended, their attempts to recover their password and reactivate their account through the website, hotline and branch, and their thinking and feelings of frustration during the process. It concludes with recommendations for the bank to better warn customers before suspending accounts, revise instructions, and seek feedback to improve the customer experience.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as xlsx, pdf, or txt
    20 views2 pages

    Customer Experience: Stages of Journey Enter Password Request Recovery

    Uploaded by

    Diksha Badoga
    The document outlines a customer's frustrating journey trying to access their bank account online. It shows the customer's failed login attempts leading to their account being suspended, their attempts to recover their password and reactivate their account through the website, hotline and branch, and their thinking and feelings of frustration during the process. It concludes with recommendations for the bank to better warn customers before suspending accounts, revise instructions, and seek feedback to improve the customer experience.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as xlsx, pdf, or txt
    of 2

    Stages of Journey Enter Password Request Recovery

    Customer Experience
    PC PC
    Touchpoints Mobile

    Log in 3 Times without


    Success Call the bank's hotline for help
    Account Suspended Asked to visit the branch for help

    Activities/Events

    Why did this happen? Why are there no FAQs on website?


    Why can't I recover
    Thinking and Feeling through mail so troublesome

    Recommendations
    Warn the client before
    Opportunities third attempt Revise the instructions
    Recover Password Reactivate Account

    Branch PC
    Mobile

    Provide ID Card Log-in with security code


    Sign a letter for reactivation Enter new password
    Received a new security code
    on Mobile Account Re-activated

    Long process Finally its all Okay now

    I need a new bank

    Suggest users to read the


    instructions in such cases Ask for feedback after a week

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