Journey Map Template
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Customer Journey Map Template
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Organization: Fintech Mortgage Association
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Persona: First Time home-buyer, single
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Industry: Mortgage
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Date: May 8th, 2017
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Timeline
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StagePre-ApplicationApplicationClosePost-Close
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TouchpointStarting the house hunt
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Needsunderstanding of housing market/prices
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QuestionsCan I afford a house in this area? How much house can I afford? What will my payments be?
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EmotionNegative
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Context Notes
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Definitions of Success
I know how much my payments will be for the home I am pre-qualified to buy
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ChannelDigital, friends
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Supporting Operations
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IT systemsZillow, local mortage company website, Credit Union website
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Data Requiredhome prices within zipcode, personal credit rating, mortgage rates, payment calculations
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Insights
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