Age 35

Education Bachelor’s in Finance

Hometown Frederick, MD

Family Married, 1 Child

Occupation Underwriter at LGA

Tech Savviness High

Sarah Life Underwriter

"Accuracy and efficiency are my guiding principles."

Scenario

Sarah begins her day reviewing new life insurance applications. She encounters an application with inconsistent information and uses the amendments tab to correct the data. However, tracking previous changes is frustrating due to the lack of an efficient revision system. Later, she contacts an agent for clarification on missing details, wishing there were a more seamless way to track and manage updates.

Goals

  • ✅ Assess risk and applicant eligibility with precision.

  • ✅ Amend and update applications efficiently while maintaining compliance.

  • ✅ Ensure all information is properly documented and traceable for future reference.

Frustrations

  • 🚧 Manual processes slow down underwriting decisions.

  • 🚧 Tracking amendments is cumbersome and inefficient.

  • 🚧 Lack of streamlined communication with agents creates delays.

User Journey Map – Sarah’s Experience

Sarah’s user journey map captures her critical role as an underwriter, focusing on key actions, emotions, and areas for improvement at each stage of the insurance application process. The map highlights her need for accurate risk assessments, streamlined amendment processes, and efficient collaboration tools, while addressing her frustrations with time-consuming manual tasks, tracking changes, and communication inefficiencies with agents. These insights shaped the design of solutions such as amendment tracking systems, auto-save features, and real-time communication tools, enabling Sarah to work more effectively and with greater confidence.

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.