Executive Summary
When, why and how do consumers engage with a financial services provider? In a service industry landscape marked with significant change, credit unions must shift their approach to measuring member journeys and linking those journeys to their business strategy. Member journeys are not lived out in linear steps and stages, but rather ongoing back-and-fourth configurations of cognitive and behavioral states that a consumer might experience during their journey. At the center of these diverse states is member well-being.
This brief identifies 12 "needs-adaptive" member journey frameworks that capture typical commercial experiences. Credit unions can benefit by mapping common journeys their own members take and adapting their business strategy to put members' needs, motivations and well-being at the center. The needs-adaptive member journey combined with the DUE (Discover-Understand-Execute) framework offers credit unions a tool to link the measurement and management of member experience to business strategy decisions.
