Journey Timeline: Optimizing the Customer Experience - App V5

You must proactively manage Visibility Settings to differentiate between back-end processing and the customer-facing narrative.

Internal vs. Customer-Visible Actions

• Internal Actions: Used for sensitive processes.
  • Example (Credit Check): The Team sees full financial data, risk tools, and credit scores. The Customer sees nothing, as this is a background verification.
• Customer-Visible Actions: These appear on the timeline. Always use "Customer-First" naming. Instead of "Risk_Validation_Sync," use "Reviewing your application."

Customer Timeline View

The timeline provides a visual progress tracker for the customer using status icons:

•  Completed: Application Submitted ("Thank you!")
•  In Progress: Application Review ("We are checking your details.")
•  Pending: Account Setup ("This will begin once approved.")