Digital Banking Journey Review
A full walkthrough and evidence pack for one priority banking path — login to completed task — with a findings workshop for your product and channel teams.
Who it is for
Product owners, channel managers, and experience leads who need a shared, concrete account of where customers stall inside a live or near-live banking path — not another dashboard export.
Result you receive
A written journey dossier covering the selected path (for example DuitNow transfer, card activation, or bill payment), annotated screenshots or recording timestamps, a prioritised friction list, and a 90-minute workshop to align next fixes.
Scope included
- Kick-off to lock the path, persona assumptions, languages, and devices in scope
- Walkthroughs on agreed device and network conditions common in Malaysia
- Review of your existing analytics events and support tickets tied to that path
- Comparison notes where Malay and English flows diverge
- Findings document and facilitated workshop
Out of scope
Software build work, load testing, penetration testing, and ongoing monitoring subscriptions are not part of this review. We can recommend specialists if those needs surface.
How we work
- Briefing — You share access notes, staging or production constraints, and release timing.
- Field review — We complete the journey repeatedly, logging hesitation points, error copy, and recovery loops.
- Evidence synthesis — We cross-check observations with your event names and frontline feedback.
- Workshop — We walk the dossier with your team and leave owners against each priority.
Duration and delivery
Most reviews complete in two to four weeks depending on path length and access delays. Sessions are primarily remote; on-site days in Penang or the Klang Valley can be arranged when device labs or stakeholder rooms help.
Preparation
Provide a named path owner, credentials or escorted access, a list of known incidents, and any analytics glossary for key events. Flag regulatory or change-freeze windows early.
Pricing basis
Quoted as a fixed engagement fee once path count, languages, and workshop attendees are set. See the fees page for indicative ranges.
Next step
Request a briefing with your target path and release month. We reply with a draft scope within two business days.