CUSTOMER JOURNEY MAP

Lloyds Bank Customer Journey Map

For SMEs seeking sustainable development

Phases of SMEs

2. Short Term Wins and Employee Engagement

3. Measure, Mobilise, Monitor

4. Navigating the Road Ahead

1.GEtting started

1) New initiatives occur to be measured and monitored.2) Unforseen events that distract and delay the progress

1) Overload information. 2) Risk of failure in some initiatives 3) Hard to balance sustainability & commerciality

Finding the right external expertise to assistwith measurement

1) SMES recognise the benefits of sustainability but are facing barriers of insufficinet budget, high cost, low return on investment 2) Difficult to decrease emissions outside own operations 3) Hard to measure environmental impact

Pain Point

To achieve rapid commercialgains through cost savings and quick reductions in carbon footprint. Set the roadmap

1) Keep measuring & monitoring 2) Keep the business in pace with external development and supply chain 3) Stay informed

Determine the right sustainability changes for business

1) Measure and Access the current environmental impact 2) Put in place a system to monitor progress

Goal

1)Complete Clean Growth Sustainability Audit Guide to gain automatically generated sustainability ratings. 2) Decide your priorities, - Set Clear Targets & Timeline, - Show the findings, Bring in external support, - Re-audit after a set period 3) Making sustainable changes with the Clean Growth Financing Initiative (CFGI) -- discounted lending for green purposes. 4) Read through supporting resources

1) Measure the carbon footprint 2)Mobolise the plan using the insights -- setting targets and deadlines 3) Monitoring the impact 4) Access the Green Buildings Tool

1) reduce its carbon footprint is to switch to a renewable energy provider2) Building a strategic plan 3) Build a roadmap to measure, monitor and impact

action

1) Keep in touch with relevant industry body to gain sustainablity knowledge by asessing Lloyds Bank's Sustainability Hub, market insights...

More collaboration with professional teams in environment to help the SMEs to decide the strategic plan and build the road map

1) The self-rating process involes a lot of subjective judgements, companies could launch a more intelligent system to help SMEs to analyze their current situations and automatically generate reasonable priorites for SMEs. 2) CFGI improvement

Lloyds Bank could provide more smart platforms to assist the SMEs with the measurement

Opportuniti es

Green Buildings Tool:

1) Calculates potential savings by combining benchmark data from CFP’s expert systems and the information provided about a building. The dashboard generates a tailored recommendation of cost-saving measures that could improve the green credentials of a property.

2) The tool is designed to provide live updates as measures implemented, so that a clear view of the property portfolio is always available to review. 3) the tool helps you to identify, evaluate and understand the estimated outcomes of potential investments to make your property more sustainable and energy efficient.