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Templates
Question Set
We use question sets to gather data about the customer and their needs.
Flow
Steps
First step
As the first customer touchpoint this step focuses on:
- Getting to that 'money calm' feeling
- Getting the customer engaged and started on their journey
Emotional space
This is where we begin to build empathy by:
- Getting to know the customer
- Collecting essential details to personalise the journey
- Preparing the customer emotionally for more questions
Transitional space
This is an optional step to confirm some essential details before entering the journey.
- Transition to the functional space
Functional space
This is where we get personal and begin to build empathy with the customer by:
- Maximise the focus around the questions
- Be clear as to how far they have progressed
- Collect all required details
Where to find this template
To view this template on desktop and all other breakpoints, use the following links to see the template in Sketch or Zeplin.