Mapping Customer Journeys for LienVietPostBank ViViet App

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This EPD workshop team worked with UNCDF and its Vietnamese partner, Lien Viet Post Bank, to investigate the customer experience with a new “mobile wallet” that the bank has been offering with support from a UNCDF challenge grant.  This initiative is part of UNCDF’s Shaping Inclusive Finance Transformations (SHIFT) Program, which aims to expand access to financial services for low-income people, especially women, in the ASEAN region.  Through interviews and observations, the team developed “customer journey maps” to help UNCDF and Lien Viet Post Bank better understand the experience of different customer segments with the “mobile wallet”.