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Interviews

This section contains all interview notes from the consulting engagement.

Structure

  • by-role/ - Interviews with EF staff members organized by their role
  • suppliers/ - Interviews with external suppliers (Acturis, insurers, etc.)
  • observations/ - Workflow observation sessions and shadowing notes

Templates

Use the templates provided to maintain consistency: - _template-interview.md - For staff and supplier interviews - _template-observation.md - For workflow observation sessions

Interview Schedule

Track upcoming and completed interviews here as they are scheduled.

Completed

  • Initial discovery meeting with TH (MD) - Summary
  • JL (HNW Account Handler) - 19 Nov 2025 - Summary
  • Lucy Leech (Account Handler) - 26 Nov 2025 - Summary
  • Marilyn Bothello (Senior Account Handler) - 26 Nov 2025 - Summary
  • Laura Harris (Claims Handler) - 26 Nov 2025 - Summary

Scheduled

  • TBD

To Schedule

  • Operations Director
  • Account Handlers (4)
  • Commercial Team Lead
  • Commercial Account Handler
  • Private Account Handlers (2)
  • Claims Specialist
  • Finance Director / Accountant
  • Acturis technical contact
  • Key insurer contacts