Blueprint Library

Blueprint

Retail Banking

Daily banking for everyday customers

6 moments
Customer needs
  • Speed
  • Clarity
  • Trust
  • Recoverability
Flows
  • Transfer Funds
  • Manage Profile
  • Support Request
Personas
  • Everyday banker
  • First-home buyer
  • Small business owner
Success metrics
  • NPS
  • DAU
  • Support deflection
3 accessibility risks tracked
Blueprint

Home Loan

End-to-end home loan origination

9 moments
Customer needs
  • Speed
  • Clarity
  • Trust
  • Recoverability
Flows
  • Open Account
  • Apply for Credit Card
Personas
  • Everyday banker
  • First-home buyer
  • Small business owner
Success metrics
  • Time to approval
  • Drop-off
  • CSAT
3 accessibility risks tracked
Blueprint

Credit Card

Apply, manage and pay credit cards

5 moments
Customer needs
  • Speed
  • Clarity
  • Trust
  • Recoverability
Flows
  • Apply for Credit Card
  • Transfer Funds
Personas
  • Everyday banker
  • First-home buyer
  • Small business owner
Success metrics
  • Approval rate
  • Activation
3 accessibility risks tracked
Blueprint

Digital Onboarding

Identity, KYC and first-fund

7 moments
Customer needs
  • Speed
  • Clarity
  • Trust
  • Recoverability
Flows
  • Open Account
  • Manage Profile
Personas
  • Everyday banker
  • First-home buyer
  • Small business owner
Success metrics
  • Verification time
  • Completion
3 accessibility risks tracked
Blueprint

Business Banking

Multi-user accounts, approvals

8 moments
Customer needs
  • Speed
  • Clarity
  • Trust
  • Recoverability
Flows
  • Transfer Funds
  • Manage Profile
Personas
  • Everyday banker
  • First-home buyer
  • Small business owner
Success metrics
  • Approval SLA
  • MAU
3 accessibility risks tracked