Now / Future Customer Journey
Stop making customers wander through compliance.
The current flow loses ownership between sales, docs, Sumsub, readiness, and first use. The future flow gives every customer one visible path, one next action, and one Lunar-owned state.
6failure points creating drag today
4bridge systems needed before this works
1source of truth for account state
0generic Sumsub-first onboarding paths
Now / Future Map
Same customer intent, totally different operating logic. The important work is the bridge in the middle.
NOWCurrent failure state
F
F1Sales callIntent is captured, but it stays in notes and memory.
Signal: scattered context
F2Invite too earlyCustomer can enter before owner, path, and first action are clear.
Signal: path unclear
F3Sumsub firstVerification feels like the product instead of one step in the journey.
Signal: opaque status
F4Manual chaseDocs, dashboards, emails, and internal follow-ups all compete.
Signal: no task engine
F5Generic decisionApproval does not clearly map to Banking House readiness or a service path.
Signal: decision detached
F6Weak first useThe customer can be approved but still land in an empty or confusing workspace.
Signal: value not staged
Bridge To Build
Account briefintent, fit, owner, path
Preflight gateroute before Sumsub
State enginestatus becomes tasks
Launch packagefirst value prepared
FUTUREGuided target state
OK
S1Qualify intentSales call produces a usable account brief, not loose notes.
State: intent known
S2Invite gateCustomer enters only when path, owner, and first action exist.
State: ready to invite
S3PreflightLunar asks plain-language routing questions before verification.
State: flow selected
S4VerificationSumsub runs behind a Lunar checklist and exception lane.
State: checks mapped
S5ReadinessDecision is go, block, fix, or decline per product path.
State: service-ready
S6First useWorkspace launches with a prepared Banking House action.
State: value unlocked
How an Account Earns This Journey
The invite gate has an upstream. Nothing enters S1 from the research pile — an account earns the invite through real contact evidence and an explicit GTM decision.
E1 · AtlasDiscovery signalA source-backed entity exists in Atlas: segment, Key People, evidence. Research only — no outreach is implied.Addressable market, not pipeline
E2 · GTMReal contactA captured conversation, booked call, or curator-logged interaction. Without it, the account stays in market inventory.stage: spoken-to · booked · introduced
E3 · GTMClassificationThe conversation gets an honest verdict on what this account actually is right now.bd-ready · product-discovery · watchlist · not-relevant
E4 · GTMHandoff decisionA named owner takes the next move, with the service conversation confirmed rather than hypothesized.handoff: bd-handoff · serviceability-review · nurture · pause
E5 · JourneyInvite gateOnly now does S1 begin: account brief, service lane, first useful outcome, and owner all exist before the customer enters.Enters this map at S1–S2
Where We Fail Most
The worst problem is not verification itself. It is ownership disappearing between intent, evidence, decision, setup, and first useful action.
1
Invite before pathWe create confusion immediately if the account brief, product path, and first task do not exist.
2
Sumsub becomes the front doorThe customer experiences compliance before they understand the Lunar journey.
3
No single source of truthPeople, docs, blockers, owner, and readiness live in separate places.
4
Status is not actionablePending, resubmit, review, and rejected do not automatically become clear tasks.
5
First use is not stagedApproval can happen before Ops has prepared a useful workspace.
Operating Changes
This is the actual product backlog hiding inside the journey map.
Area
Now
Bridge
Future
Invite
Customer enters before the account has enough structure.
Require intent, fit, owner, product path, and first action.
Invite opens a guided setup path.
Sumsub
Verification feels like the front door.
Run Lunar preflight before selecting the Sumsub flow.
Sumsub becomes an engine behind the Lunar checklist.
Status
Pending and blocked states are not useful enough.
Translate each state into owner, task, reason, and unlock.
Customer sees next action instead of status soup.
Docs
Evidence gets requested again across paths.
Create a document vault tagged by person, service, and requirement.
Docs are reused across Banking House modules.
Launch
Approval can still lead to an empty workspace.
Prepare owner, module, first task, and support lane during review.
First login creates useful customer movement.
The GTM Fields Behind This Journey
These fields already exist in the Atlas GTM activity model. The journey map is the story; these are the operating handles that make it accountable.
stageWhere the conversation isSpoken to, booked, introduced, follow-up, handoff. Real contact evidence required — this journey begins at handoff.
classificationWhat this account isBD-ready, product discovery, watchlist, or not relevant. Only an honest verdict keeps pipeline real.
handoff_stateWho owns the next moveNeeds right person, BD handoff, product follow-up, serviceability review, nurture, or pause.
pillars · service laneWhich Banking House laneTreasury, payments, trading, yield, capital markets — plus custody, liquidity, and onboarding service areas. Each marked confirmed or hypothesized, never assumed.
source_ref · next_actionProof and motionEvery record carries provenance (a capture, transcript, or deal pointer), what we learned, a product signal, and the owner's concrete next step.