Customer journey

The customer journey refers to the sequence of steps a user goes through, from the first visit to using the service. From a risk standpoint, it reads as a series of frictions: every field to fill in, every document to provide, every wait for validation loses a share of the legitimate applicants. The indicator that sums up this tension is the time between application and decision. The trade-off is not about removing controls but about placing them: checking in the background what can be checked, asking for an additional document only when a signal justifies it, and reserving human review for the applications that warrant it.