How can you improve user journey mapping for your payment system using natural language processing?

In my experience to enhance the user journey mapping for a payment system employing natural language processing (NLP), such as data collecting, behavior analysis, personalization, sentiment analysis and automated support. By leveraging NLP in these aspects, you can create a more comprehensive and refined user journey map for your payment system, aligning it closely with the needs and expectations of your users within the legal framework.

I would like to highlight two important NLP tools: -Sentiment analysis to process positive, negative, or neutral thoughts, which is helpful in tracking attitudes that appear on social media. -Text summarization is a first-hand technique to get results quickly, easily, and concisely.

In my experience, you need to closely monitor the checkout process to identify where customers are dropping out. Having analytics on each step to understand where customers are dropping off. You can then integrate this data with anecdotes or feedback from various sources, such as customer service interactions, post checkout surveys, reviews. I need to need to take a more proactive approach; by requesting feedback, especially from those who abandoned the checkout process. You can automate a survey directly to those who dropped out - in my experience you need to aggregate the result by device type, screen size, web or app or even by payment - its in the details where you find improvements.

Extract keywords or phrases from user feedback to identify recurring themes or issues encountered during the payment process.

Use NLP to process user testing feedback, identifying areas where users struggle or encounter confusion during the payment process.

AI in payments can analyze customer data to create personalized messages, offering tailored product recommendations, account insights, and targeted promotions. It can enhance customer engagement through personalized alerts, transaction summaries, and timely reminders, ultimately improving the overall user experience.

I believe there are three pillars to improve : 1. Define your user personas and goals. A user persona is a fictional representation of your typical customer, based on data and research. A user goal is what your customer wants to achieve by using your product. 2. Map out the current user journey. A user journey is the sequence of steps your customer takes to complete their goal. You can use data from your analytics, feedback, surveys, or interviews to identify the current user journey. 3. Identify the pain points and opportunities. A pain point is a problem or frustration your customer faces during their user journey. An opportunity is a way to improve your product or service to solve the pain point or enhance the user experience.