Opening a current account journey map template
A journey map for opening a current account, from comparing banks to first use. Use it as a model for onboarding with identity checks.
- Stages
- 5
- Persona
- Tom, a graduate moving to a new city for work
The journey
- Title
- Opening a current account on a phone
- Goal
- Have a working account before the first pay day
Stages
| Stage | Feeling | Pain points | Opportunities |
|---|---|---|---|
| Compare | Neutral | Fee tables are different on every site | Show one plain-English fee summary above the fold |
| Apply | Negative | Long form, address lookup fails for new-build flats | Allow manual address entry and explain why history is needed |
| Verify identity | Very negative | Glare causes a silent fail and the retry restarts the form | Say what went wrong and keep the answers already given |
| Wait | Negative | No status page and no estimate | Show a status tracker with an honest time estimate |
| First use | Very positive | The PIN arrives in a separate letter days later | Let people set or reveal the PIN in the app |
Questions
Frequently asked questions
What's in the opening a current account journey map template?
5 stages, each with actions, touchpoints, thoughts, pain points, opportunities and a feeling score. The table shows the pain points and opportunities.
Is the content real?
No. It's a fictional example built to show how the parts fit together. Replace every stage with what you've learned from real users.
What happens to my own work when I load it?
Nothing is lost silently. You'll see an Undo for ten seconds after it loads, and the Journey Map asks first if it would replace work you've already written.
Do I need an account?
No. You can build, preview and download without signing in. You only sign in to share a link or save your work.