Insurance Claims Journey Map¶
Run the Claims Journey MicroSim Fullscreen
About This MicroSim¶
A customer journey map across five stages (Incident → Settle) showing actions, touchpoints, thoughts, an emotion curve, and pain/opportunity chips. Switch persona to see how the same journey looks for Maria (mobile-first parent) vs Frank (retiree without a smartphone) — the emotion curve shifts dramatically. Toggle Show Systems to overlay the underlying IS systems at each touchpoint.
Lesson Plan¶
Learning Objectives¶
By the end of this activity, students will be able to:
- Read a journey map and identify the lowest emotional points
- Link emotional troughs to underlying system gaps
- Propose interventions at the highest-pain stages
- Compare how the same journey differs across personas