Voice of the customer

Operational signals and the questions that would explain the user’s unmet need.

Product decision
Start from observed work friction; do not manufacture interview evidence.

Document type

Voice of the customer

Contents

3 sections · 1 table · about 1 min

Status

Portfolio sample · written from my healthcare claims experience

Product decision

Start from observed work friction; do not manufacture interview evidence.

Portfolio sample from my healthcare product experience. Requirements, thresholds and review records are illustrative; they are not employer documents or historical sign-offs.

Available evidence

The starting signals are manual claims handling, provider-match failures caused by incomplete or variable details, and the need to replace an integration platform. The synthesis focuses on the work behind each signal rather than assuming that every delay needs the same solution.

1. manual claims handling
2. provider-match failures caused by incomplete or variable details
3. the need to replace an integration platform

The synthesis focuses on the work behind each signal rather than assuming that every delay needs the same solution

Opportunity synthesis

These are evidence questions for follow-up discovery, not completed interview findings.

Signal	Question to investigate	Product implication
Manual claim work	Which errors require interpretation rather than transcription?	Retain a visible exception path
Provider mismatch	Is the record missing, ambiguous or differently formatted?	Separate matching outcomes
Latency and reporting	Where is time spent and which state is invisible?	Measure stage times and unresolved inventory
Platform transition	Which consumers depend on existing behavior?	Prove reconciliation before cutover

Decision implications

I observe a recent failed task alongside a successful one, with operations and customer care, to distinguish missing information from interpretation or training gaps. Provider and claims specialists validate the domain explanation; engineering examines the failure state. Legal, compliance and patient-safety partners join where the opportunity changes consequential boundaries.

1. observe a recent failed task alongside a successful one with operations and customer care
2. Provider and claims specialists validate the domain explanation
3. engineering examines the failure state
4. Legal, compliance and patient-safety partners join where the opportunity changes consequential boundaries