Customer Journey

The Customer Journey API enables you to determine what point a user is in their credit journey so that you can support them in their next steps.

There are three types of users:

• An applicant: a user who has started a credit application to become a customer, but has not completed it.
• A customer: a user who has a credit account.
• Unknown: a user who has never made a credit application or is no longer known.

The Customer Journey API is the first endpoint to be called in any returning customer journey. It enables you to determine if the user is an applicant, a customer or an unknown user. Varying information is returned based on the user type:

• For an applicant, relevant application data can be returned.
• For a customer, relevant summary customer and account data can be returned.
• For an unknown user, an error is returned.

This information can be used to help place the customer where they need to be in their customer journey:

1. Use case example 1: Identify a customer before Order Processing to check their available credit so they can complete a purchase.
2. Use case example 2: Use this API at the front of an Interactive Voice Response (IVR) telephony journey to identify a user category and provide summary information to them.
3. Use case example 3: Identify an applicant and see where they are in the Acquisitions journey so that they can resume it.

1. Provide us with a unique identifier for the user so that we can identify the user’s position in the customer journey, either a:

   • Customer Access Token: If the customer is unknown you will need to call the SSO Widget which will return a Customer Access Token. This can then be used to call the Customer Journey Customer Access Token endpoint.
   • Customer Reference: If the customer reference is known, the Customer Journey Customer Access Token endpoint can be called.

2. If the user is identified as an applicant, we will return information about the application, such as:

   
   
   

   Application Information	Description
   State	Enumerated list indicating the application state
   Credit limit	The credit limit associated with the application
   Interest rates for their product	The associated interest rates (AER, APR, SAR) for the product
   KYC status	Initiated, failed or authenticated KYC
   User registered status	Indicates whether the user has registered for online services

   
   

3. If the user is identified as a customer, we will return information about the customer’s account, such as:

   
   
   

   Account Information	Description
   Status	Available status outcomes (open, charge off, closed, fraud, account cancelled pay down)
   Payment due date	Due date for the previous billing period, this may be null until the account goes through a billing cycle
   Credit limits	Collection of defined credit limits (type and amount)
   User registered status	Indicates whether the user has registered for online services
   User registered status	Indicates whether the user has registered for online services