The journey map has been prepared based on the workshop activities and interviews from key personnel involved in the signing up process. These people were keen to understand the ‘as is’ state covering their experiences and challenges throughout the entire process.

The journey map is intended to be used as a tool for understanding the stages present for employers and employees in a linear format, and how these clients’ experience transitions from one stage to the next. It is designed to assist in decision making around improvement of the experience and business transformation initiatives, as well as to highlight opportunity areas for BT Financial Group.