# Customer User Journey: Loan Payment Process
## 1. Payment Link Received
- **Action**: Coordinator sends payment link to customer
- **Emotion**: Neutral, possibly slight anxiety about upcoming payment
- **Touchpoint**: Email
## 2. Payment Reminder
- **Action**: Customer receives email notification about pending payment terms
- **Emotion**: Mild concern, reminder of financial obligation
- **Touchpoint**: Email
## 3. Portal Login
- **Action**: Customer logs into portal with username and password
- **Emotion**: Focused, possibly slight frustration if login process is complicated
- **Touchpoint**: Online banking portal
## 4. Payment Terms Review
- **Action**: System displays assigned payment amount and requests payment terms selection
- **Emotion**: Attentive, possibly overwhelmed if options are unclear
- **Touchpoint**: Online banking portal
## 5. Payment Method Selection
- **Action**: Customer selects payment conditions and downloads instructions for in-person or bank account payment
- **Emotion**: Decision-making, possible relief at having options
- **Touchpoint**: Online banking portal
## 6. In-Person Payment
- **Action**: Customer requests to pay at a physical location
- **Emotion**: Preference for face-to-face interaction, possible inconvenience
- **Touchpoint**: Bank branch or payment center
## 7. Payment Confirmation
- **Action**: System detects deposit and notifies customer they can now invoice their payment
- **Emotion**: Relief, satisfaction at completing payment
- **Touchpoint**: Email or SMS notification
## 8. Invoice Initiation
- **Action**: Customer logs into portal and sees pending payment to invoice
- **Emotion**: Task-oriented, possibly confused about next steps
- **Touchpoint**: Online banking portal
## 9. Company Selection
- **Action**: Customer selects payment to invoice, system shows registered companies or option to add new company
- **Emotion**: Potentially frustrated if desired company isn't listed
- **Touchpoint**: Online banking portal
## 10. New Company Registration
- **Action**: Customer clicks button to add new company, system requests various data and documents
- **Emotion**: Possibly overwhelmed by required information, concerned about data security
- **Touchpoint**: Online banking portal
## 11. Data Validation
- **Action**: System collects data and validates with tax service
- **Emotion**: Anticipation, possible anxiety about approval
- **Touchpoint**: Backend system integration
### Recommendations for Banks:
1. Simplify login process with biometric options
2. Provide clear, jargon-free explanations of payment terms
3. Offer chat support throughout the journey for immediate assistance
4. Create video tutorials for complex processes like company registration
5. Implement a progress bar to show customers where they are in the overall process
6. Send proactive notifications about upcoming payments to help customers prepare
7. Offer digital alternatives to in-person payments for convenience
8. Ensure mobile responsiveness for all touchpoints
### Personalization Opportunities:
1. Tailor payment term options based on customer's payment history
2. Offer preferred language selection for all communications
3. Provide personalized financial advice based on customer's loan and payment patterns
4. Remember frequently used companies for faster future transactions
5. Customize notification preferences (email, SMS, push) based on customer behavior
Jason AI
Mini tools
AI-powered tool to revolutionize banking customer experiences.Open125523Released 1y ago100% Free# Customer User Journey: Loan Payment Process ## 1. Payment Link Received - **Action**: Coordinator sends payment link to customer - **Emotion**: Neutral, possibly slight anxiety about upcoming payment - **Touchpoint**: Email ## 2. Payment Reminder - **Action**: Customer receives email notification about pending payment terms - **Emotion**: Mild concern, reminder of financial obligation - **Touchpoint**: Email ## 3. Portal Login - **Action**: Customer logs into portal with username and password - **Emotion**: Focused, possibly slight frustration if login process is complicated - **Touchpoint**: Online banking portal ## 4. Payment Terms Review - **Action**: System displays assigned payment amount and requests payment terms selection - **Emotion**: Attentive, possibly overwhelmed if options are unclear - **Touchpoint**: Online banking portal ## 5. Payment Method Selection - **Action**: Customer selects payment conditions and downloads instructions for in-person or bank account payment - **Emotion**: Decision-making, possible relief at having options - **Touchpoint**: Online banking portal ## 6. In-Person Payment - **Action**: Customer requests to pay at a physical location - **Emotion**: Preference for face-to-face interaction, possible inconvenience - **Touchpoint**: Bank branch or payment center ## 7. Payment Confirmation - **Action**: System detects deposit and notifies customer they can now invoice their payment - **Emotion**: Relief, satisfaction at completing payment - **Touchpoint**: Email or SMS notification ## 8. Invoice Initiation - **Action**: Customer logs into portal and sees pending payment to invoice - **Emotion**: Task-oriented, possibly confused about next steps - **Touchpoint**: Online banking portal ## 9. Company Selection - **Action**: Customer selects payment to invoice, system shows registered companies or option to add new company - **Emotion**: Potentially frustrated if desired company isn't listed - **Touchpoint**: Online banking portal ## 10. New Company Registration - **Action**: Customer clicks button to add new company, system requests various data and documents - **Emotion**: Possibly overwhelmed by required information, concerned about data security - **Touchpoint**: Online banking portal ## 11. Data Validation - **Action**: System collects data and validates with tax service - **Emotion**: Anticipation, possible anxiety about approval - **Touchpoint**: Backend system integration ### Recommendations for Banks: 1. Simplify login process with biometric options 2. Provide clear, jargon-free explanations of payment terms 3. Offer chat support throughout the journey for immediate assistance 4. Create video tutorials for complex processes like company registration 5. Implement a progress bar to show customers where they are in the overall process 6. Send proactive notifications about upcoming payments to help customers prepare 7. Offer digital alternatives to in-person payments for convenience 8. Ensure mobile responsiveness for all touchpoints ### Personalization Opportunities: 1. Tailor payment term options based on customer's payment history 2. Offer preferred language selection for all communications 3. Provide personalized financial advice based on customer's loan and payment patterns 4. Remember frequently used companies for faster future transactions 5. Customize notification preferences (email, SMS, push) based on customer behavior
