Age 29

Education Bachelor’s in Business

Hometown New York, NY

Family Single

Occupation Insurance Agent

Tech Savviness Medium-High

David Life Insurance Agent

"Helping people secure their futures isn’t just my job—it’s my passion.

Scenario

David meets with a potential client to discuss life insurance options. After presenting various plans, the client decides to proceed. David assists them in filling out the application on his laptop and later reviews the summary page for accuracy. He wishes the form was simpler and more intuitive, reducing friction in the application process.

Goals

  • ✅ Deliver exceptional service and guidance to customers.

  • ✅ Ensure applications are submitted accurately and promptly.

  • ✅ Manage multiple applications efficiently and follow up as needed.

Frustrations

  • 🚧 Complex, time-consuming application forms slow down the process.

  • 🚧 Limited support from insurance companies makes problem-solving difficult.

  • 🚧 Struggles to balance customer service with sales targets.

User Journey Map – David’s Experience

David’s user journey map illustrates his interactions with the life insurance application process, highlighting key actions, emotions, and improvement opportunities at each stage. The map reveals his need for efficient data entry, accurate submission tracking, and clear application status updates, while addressing his frustrations with complex forms, delayed feedback, and a lack of real-time updates. This analysis guided the design of solutions like a streamlined application form, a status tracker, and real-time notifications to improve his overall experience.

Action Task List Feeling Adjective Improvement Opportunities
Discovery & Interaction
  • Log in to the platform.
  • Access new applications.
  • Focused
  • Prepared
  • Provide a user-friendly dashboard.
  • Offer quick access to frequently used features.
Reviewing Applications
  • Review applicant details.
  • Assess risk and eligibility.
  • Analytical
  • Thorough
  • Enable flagging of important details.
  • Offer decision-support tools.
Making Amendments
  • Use amendments tab.
  • Correct inconsistent data.
  • Diligent
  • Methodical
  • Implement auto-save for changes.
  • Provide a history of amendments.
Communication
  • Communicate with agents for clarification.
  • Update applicants on status.
  • Collaborative
  • Communicative
  • Integrate a real-time messaging system.
  • Offer templates for common responses.
Final Review
  • Verify all changes are correct.
  • Ensure compliance with policies.
  • Confident
  • Assured
  • Automate final review checks.
  • Provide a summary of amendments.
Documentation & Tracking
  • Track changes and updates.
  • Document the decision process.
  • Store application securely.
  • Organized
  • Efficient
  • Enhance tracking with detailed logs.
  • Offer analytics on application status.
  • Ensure secure storage and easy retrieval.