CUSTOMER JOURNEY MAPKeep the toll account funded.
Keep the toll account funded.
Stay in control of the money.
Driver using Salik
Goal: reliable recharge with an understandable payment rule.
Scroll horizontally to follow all six stages.
| Journey stage | 01Find | 02Understand | 03Configure | 04Confirm | 05Manage | 06Recover |
|---|---|---|---|---|---|---|
| Touchpoint | Payee list + action menu | AutoPay state | Recharge settings | Review + confirmation | Saved instruction | Payment status + support |
| Customer action | Identify the right Salik payee and locate AutoPay. | Determine whether automatic recharge is already active. | Choose the trigger, amount and funding account. | Check the selected instruction before committing. | Change, stop or re-enable AutoPay. | Understand an unsuccessful or unconfirmed recharge. |
| Customer concern | “Where do I change this?” | “Is it actually on?” | “When will money move?” | “Have I chosen correctly?” | “Can I stay in control?” | “Was I charged?” |
| Pain point | Edit Beneficiary and Manage AutoPay compete with the customer’s mental model. | Red in both switch states creates a misleading affordance. | Missing balance context increases the effort of evaluating the rule. | Customers want a short journey and enough detail to verify their choices. | Losing previous settings would create avoidable re-entry and uncertainty. | An active instruction does not explain a failed or unconfirmed payment. |
| ConfidenceQualitative interpretation | ||||||
| Design opportunity | Pair nicknames with vehicle plates; distinguish one-off recharge from the recurring instruction.Recognition + information scent | Pair distinct visual states with explicit enabled / disabled labels.Visibility of system status | Expose balance context, common presets and the complete instruction.Recognition over recall | Keep selected settings visible in a concise confirmation.Error prevention | Retain readable settings and distinguish the toggle’s enabled and disabled states.User control and freedom | Distinguish confirmed failure from unknown status; explain the next action.Recoverability |
Concerns summarise research themes rather than direct quotations. The confidence curve is a qualitative design interpretation; recovery highlights a service opportunity raised during testing.