USA11: How a Global Bank Rebranded Digital Journeys as Enterprise Architecture Reform

Overview:

This case is part of a 100-diagnostic series exposing how US enterprises have mislabeled operational wins as.. Enterprise Architecture progress.

In banking, a recurring pattern is treating journey maps and channel UX as architecture reform. NPS rose, mobile adoption spiked, and cross-sell flows looked smoother — yet the enterprise structure behind products, risk, and servicing was never modeled.

P1–P6 Insight Preview:

 Journeys improved local processes (P2) and delivery cadence (P5), but lacked strategy-to-risk alignment (P1) and shared system behavior (P3).

Components duplicated rules (P4), while business ops and tech ops (P6) relied on manual exceptions during peak loads.

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