User Journey Mapping: Withdrawing my Matured FD.
You’ve got to start with the customer experience and work back toward the technology :: not the other way around! — Steve Jobs
One fine day in the month of July I got a call from the bank regarding maturing of my FD and I had to go and collect them which was with the bank due to some reason.
What is FD?
FD stands for Fixed Deposit. A certain amount is deposited and bank gives interest on that amount which is been deposited.
As the weather was pleasant in the morning I decided to go and collect the FDs from the bank on 14th July, 2021.
User Journey Mapping
Journey
So my journey began in the morning at around 9:30 and as I got ready and moved towards my car I wasn’t able to find my key, which took me another 5 minutes to find, starting a day like this wasn’t nice but managed somehow.
The first task after sitting in the car was to put the seat belt on and set the location of the bank on the GPS which was already inbuilt. Although knowing the address of the bank I had to take help of the technology in order to reach early and skip some of the traffic but as I know my luck had to face a lot of traffic while crossing Hazratganj which is the heart of the city and as well as passing areas too.
Any now after reaching the bank I had to search for parking which was not an easy task to do. Anyhow I got one parked my car there and headed to the bank where the first step was temperature check by the guard before entering the bank premises current temperature at that time was 97.6 degree Fahrenheit.
As I entered the bank I came to know that the the staff was 50% of their actual number due to Covid-19 employees had to be present on every alternate day which made me wait for my number to come. Employees were burdened with clearing high valued cheques and people withdrawing money for their personal use. In between clearing of cheques the employee was even solving queries over call and the manager was also frequently calling him for consideration and sorting doubts of NRI high value clients who wanted immediate prompts. These were the reasons my experience went not so good as my work which would have taken hardly 5 minutes.
Before the employee got free I collected the documents and afterwards presented. Later he asked to write an application and submit. I took help from my father and the employee in writing the application. There was some real struggle reaching the counter once I reached the process was very smooth and tidy. When the application was written and submitted I then received the FD.
While returning I also thought of withdrawing some money but as usual the ATM wasn't working and had to return without money.
Conclusion
In the end I won as I was able to finally get my work done.
Ultimately, I realised digital banking is a boon. Instead of holding hard copy of FDs one should opt for digital mediums and mobile banking as they are 24x7 available and all investments or payments could be made at a click. Digital banking is also environment friendly i.e. saves paper, time and fuel.
