This template has 4 section:

1. As a (role)…

First of all, never use the word "customer" in a user story. You need to know what kind of customer it is. Are they opening their first ever savings account or have they just retired as an investment banker? Different customers have different needs, and that matters when we're designing the experience. If your user story could apply to anyone, it's not a user story at all. The word "role" reminds us that personas are not fixed, they vary for each of us from day to day and situation to situation.

2. I want to (complete this journey)…

People get confused and put the end of their process as the goal, and the start as the action. But customers don't actually want to fill out forms. Their goal isn't to open a new account, it's to achieve something bigger than that. Put your whole process in the middle box.

3. So I can (achieve my goal of)…

Leave this box for something that matters to customers. Something like "put some money away for a rainy day", or "start saving up for our wedding", or "get the biggest possible yield on my investment". And notice how this goal links back to the role – different types of customer have different aims in mind when they embark on a journey, and that matters.

4. Making me feel…

We’ve added a fourth box. Understanding what customer emotions you're designing for really helps to unlock opportunities to make the experience better suited to specific customer needs.

Do they want reassurance? Excitement? Validation that they’ve made an astute financial choice? The key to a good user story is often the adjectives, and a question to always bear in mind is "what kind of". What kind of hotel are you looking for? A cheap, convenient one or a comfortable, chic one? What kind of experience are you expecting when you get there? This is what connects the role customers are playing to the needs they have while it’s happening.