Customer Journey in Fintech: Real Mapping with Visual Tools

I show you how to use tools like Figma or Miro to represent your users' real-life journeys and identify friction points before they impact your business.

One of the most effective ways to achieve this is through visual customer journey mapping. Tools like Figma or Miro go beyond theoretical descriptions, allowing you to build clear, collaborative representations of each step a user takes — from downloading the app for the first time to completing a transaction or reaching out for support.

The real value of this approach lies in how easily it exposes friction points. A form that 40% of users abandon, a payment flow with too many clicks, or an unclear message during identity verification quickly stand out when the journey is visualized on a shared canvas.

What makes these tools powerful is how they bring different roles together — design, product, business, customer support. Each perspective adds insights, data, and real feedback, turning the journey into a living document that evolves with the product rather than a static artifact.

In fintech — where trust and experience are critical — journey mapping also works as a powerful alignment tool. It helps prioritize initiatives, justify design decisions, and focus efforts on solving the issues that truly affect the customer relationship.

In short, using visual tools to map the customer journey allows you to anticipate problems before they turn into losses. More than a design exercise, it’s a strategy for building financial products that are simpler, more trustworthy, and genuinely user-centered.