Customer Onboarding Journey
Role: Lead Writer
Scope: Multi-channel lifecycle email journey (Day 2 to Day 10+), SMS coordination, digital adoption touchpoints, and funding nudges.
The Ask
Develop a human-centric onboarding journey for new customers to spur account funding and boost adoption for services like Online Banking, Zelle, Bill Pay, and Mobile Deposit.
The Approach
We built a behavior-driven lifecycle mapped to near-real-time account status, delivering personalized messaging to meet customers exactly where they are in the onboarding process. Swapping banking jargon for conversational language ("You're crushin' it"), we made it easy to take immediate action with multiple touchpoints and direct links across email and SMS.
See the full journey, personalized based on funded or unfunded account status, as well as Online Banking enrollment.