Customer Interview Form

Purpose: Understand current property underwriting workflows, pain points, and ideal improvements.

Section 1: Introduction & Context

1. Introduce Purpose (Interviewer Notes):

  • State that we're exploring how they currently handle property underwriting and their main challenges.
  • Emphasize that this is about learning, not selling.

Did interviewer set clear context? [ ] Yes [ ] No

Notes:

Section 2: Current Workflow Understanding

2. Can you walk me through your current underwriting process for a new property from start to finish?

(List steps, tools used, data sources, and approximate time for each step.)

Main Steps:

Tools/Software Mentioned:

Typical Time Spent:

Additional Notes:

Section 3: Pain Points Discovery

3. "I'm guessing everything runs perfectly and you have no frustrations, right?"

After expected laugh or reaction, ask: "What are the top two or three things that frustrate you most in this process?"

Top Pain Points (List & Describe):

Frequency:
Impact (e.g., Time, Accuracy, Cost):
Frequency:
Impact:
Frequency:
Impact:

Any additional frustrations mentioned?

Section 4: Deep Dive into Specific Pain Points

For each pain point mentioned above, probe with follow-up questions:

4a. Clarifying Questions:

  • How often does this issue occur?
  • Can you describe a recent example?
  • What's the direct impact on your day or customer interactions?

Pain Point #1:

Pain Point #2:

Pain Point #3:

Section 5: Impact on Business/Workflow

5. If these issues were eliminated or significantly reduced, how would that affect your day-to-day work? What improvements would you expect?

Time saved, improved accuracy, quicker quotes, better client satisfaction?

User's Stated Improvements/Outcomes:

Quantitative Details (if provided):

Hours saved per week/month:
Potential increase in accuracy/close rate:
Other metrics:

Section 6: Ideal Solutions (User-Driven)

6. In an ideal world, what tools, features, or changes would make your underwriting process smoother and more accurate?

Encourage them to describe their "wish list."

User's Ideal Features/Workflow Changes:

Additional Notes/Ideas:

Section 7: Closing the Interview

7. Wrap-Up

  • Thank them for their time and insights.
  • Reiterate that their feedback is crucial for guiding improvements.
  • No sales pitch. Keep it focused on learning and understanding.

Did interviewer properly conclude? [ ] Yes [ ] No

Additional Follow-Up Steps (if any):

Section 8: Post-Interview Summary

(Completed After Interview)

Key Takeaways (Interviewer's Summary):

Top pain points:
Most desired improvements:
Potential measurable impacts:

Action Items for Internal Team:

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