ANDREW WILLIAMSWELLS FARGOTransferring Money Between Two Accounts

Customer Journey Documentation

Summer Semester 2011 – Adjunct Professor Alisan Atvur

How Do I Transfer Money Between Accounts at

Wells Fargo?

Part One: In-Store

Part Two: Internet

Differences in Navigation Experience• There are not many differences in navigating the website

and the actual bank at Wells Fargo. They layout of the bank is very simple and the navigation bar at the website is the same. Although, a difference does exist in the process; you do not have to remember or enter in your account numbers on the internet. Also, in the store you must use multiple forms to transfer money between accounts; whereas, you only need one page to do so on their website.

In-Store Navigation Difficulties• The main difficulty in navigating Wells Fargo banks arises

if the user does not know that they need to fill out two forms to perform a transfer between accounts. The desk with all the forms is located before the main desk and you may have to walk back to the desk to get the other form(s) you might need to complete your task.

Online Navigation Difficulties• This one is pretty tough. The navigation online is

extremely easy. The hardest part would be if you forgot your username and password. Even account numbers don’t pose a problem because once you’re in your online banking section it remembers your accounts and labels what kind of account they are. It is very very easy to accomplish this task online.

4th Observation• I think that people would not use both in-store and online

environments to execute this task. The online environment is easier to use because you do not have to fill out any real forms. It is much more convenient to use their website than the actual store for this task.