Map the Claims Intake Before Automating It
Build an evidence-backed flow, identify the dominant delay and define a controlled future-state test.
22 minutes
Scenario
HarborSure wants AI to extract data from household claims. Customers wait days for a first decision even though intake activity takes minutes.
- Your role
- Operations analyst leading the current-state review
- Method
- Value Stream Mapping
Evidence pack
Demand
1,200 standard household claims arrive weekly; Monday volume is twice the daily average.
Intake
File registration takes 6 minutes and waits a median 4 hours.
Extraction
Manual field capture takes 9 minutes and is 94% complete on first pass.
Validation
Cases wait 19 hours; 27% lack one required loss document.
Decision
Standard review takes 8 minutes and waits 26 hours.
Rework
Missing-document requests add a median 2.4 days and are tracked in email.
Proposal
The vendor predicts 80% faster extraction but provides no end-to-end lead-time estimate.
Data
Timestamps exist in three systems and claim identifiers are inconsistent in 7% of records.
Constraints
- The first test may include only standard household claims from two document types.
- Low-confidence and missing-document cases require a visible human exception route.
- Customer documents may be processed only in the approved environment.
Case steps
Work through each prompt using the evidence pack. These guided cases support self-directed practice; server-scored attempts are not available yet.
Define the customer outcome, demand family, start and end, then arrange e1-e8 into a current-state work and information flow.
Identify the dominant barriers to flow and explain why extraction speed alone is insufficient.
Design a future-state normal path and exception path, including the role and boundary of AI extraction.
Define a bounded implementation test with owner, measures and a scale decision rule.