Journey & Process Maps

Credit Card Services

These maps explore the future states of 3 journeys within credit card services: Activating a Credit Card, Redeeming a Sign-On Bonus Offer, and Paying Off a Card. Not only are steps to complete these tasks documented from the bank’s customer perspective, but also from the perspective of the bank’s Customer Care Center team.

Paycheck Protection Program (PPP LOANS)

This set of process maps displays the systems which information is passed through in a bank’s Paycheck Protection Program. Documented are the process of applying for the original PPP loan, then later applying for loan forgiveness.

412 FOOD RESCUE

CGI and 412 Food Rescue collaborated to define and map the current state of a Donor within a food rescue. By mapping out their current state, we were able to identify pain points and opportunities in the process.