Age 29

Education Bachelor’s in Business

Hometown New York, NY

Family Single

Occupation Insurance Agent

Tech Savviness Medium-High

Lisa Case Manager

"I strive to provide the best service to applicants and underwriters, but managing multiple tasks can be challenging."

Scenario

Lisa is at her desk managing several ongoing insurance applications. She requests medical forms and lab results, ensuring all necessary documentation is in place. Throughout the day, she identifies delays in the process, follows up with labs and agents, and pushes for quicker resolutions. Acting as a liaison between applicants, underwriters, and agents, Lisa ensures smooth communication and a streamlined application process.

Goals

  • ✅ Provide application updates quickly and efficiently.

  • ✅ Order medical forms and lab exams to keep applications moving.

  • ✅ Expedite delays to ensure timely processing.

  • ✅ Act as a central point of contact for applicants, agents, and underwriters.

Frustrations

  • 🚧 Incomplete or incorrect information slows down applications.

  • 🚧 Juggling multiple cases at once can be overwhelming.

  • 🚧 Delays in obtaining medical documents impact processing times.

User Journey Map – Lisa’s Experience

Lisa’s user journey map outlines her role in managing multiple insurance applications, emphasizing key actions, emotions, and opportunities for improvement at each stage. The map highlights her need for efficient document management, clear communication with stakeholders, and timely follow-ups, while addressing her frustrations with incomplete information, delays in document requests, and coordination challenges. These insights informed the design of features like automated document requests, real-time messaging tools, and enhanced tracking systems to streamline her workflow and improve overall efficiency.

Action Task List Feeling Adjective Improvement Opportunities
Discovery & Interaction
  • Log in to the platform.
  • Access new applications.
  • Organized
  • Focused
  • Provide a user-friendly dashboard.
  • Offer quick access to frequently used features.
Reviewing Applications
  • Review applicant details.
  • Identify missing information.
  • Analytical
  • Thorough
  • Enable flagging of important details.
  • Offer decision-support tools.
Requesting Documents
  • Order medical forms and lab exams.
  • Ensure all required documents are requested.
  • Efficient
  • Diligent
  • Implement automated requests for missing documents.
  • Provide a checklist of required documents.
Communication
  • Communicate with applicants and agents for clarification.
  • Update underwriters on status.
  • Collaborative
  • Communicative
  • Integrate a real-time messaging system.
  • Offer templates for common responses.
Follow-Up
  • Track the progress of requests.
  • Ensure timely submission of documents.
  • Reassured
  • Confident
  • Send automated reminders for pending requests.
  • Provide a summary of pending tasks.
Documentation & Tracking
  • Record the decision process.
  • Store all application-related documents securely.
  • Provide status updates.
  • Reliable
  • Systematic
  • Enhance tracking with detailed logs.
  • Offer analytics on application status.
  • Ensure secure storage and easy retrieval.