Segment 3 — App + Physical Token users

👥 22k users ● EASY Symantec → PING ID

CX journey map — moving physical-token customers off the Symantec e-token and onto in-app PING ID authentication.

Entry mode
Pain point Solution Emotion
⟶ Point of no return — after “Registering device”, the customer is registered with PING and can’t go back to Symantec.
Phase
Screen / step
Emotion
User action
Pain point
Solution

Reliance on tech delivery