Real Time Payments Experience Mapping

During my time with the KPMG Innovation Lab, experience maps were a common asset commissioned by our clients. Clients saw value in our experience maps because they were a refreshing, illustrative way to present the benefits of a new product or idea while also highlighting challenges in the current experience. The maps were built in PowerPoint, which was a creative constraint, but this allowed business users to make adjustments easily. 

Building these maps were an exciting and collaborative experience. The research team was primarily content-focused, so I defined the mechanics of the map, and helped organized data into key variables and categories. Jon, the creative director, led the overarching visual and concept direction, while I managed the roll out and delivery. We also worked closely with client counterparts to validate and iterate on details. Below are samples from our series on "Real Time Payment" use cases in utilities and real estate industries. 


Visual Designer



Jon B., Creative Director

Jennifer R., Client Manager

Gabe L., Payments SME

Colleen F., Researcher



3 months


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