UX persona

Persona: Tom, Estate-At-Risk Executor

A UX persona for an executor facing a potentially insolvent or high-risk estate where debts, repairs, and authority questions may make spending unsafe.

Run Think-Aloud Open Records Packet
63 Age
High Debt risk
Stop Spending reflex
Probate records, forms, and house keys for a high-risk estate
Composite scenario photo: records and authority first.

Profile Snapshot

Probate records and house keys on a planning table
Composite photo for design use, not a real client.
NameTom Bianchi
Age63
LocationFriend / nephew executor for a childless adult in McKees Rocks or Braddock
Income$72K, but unwilling to advance personal funds without clarity
Digital comfortMedium; prefers documents and phone confirmation
Estate shapeUnknown debts, possible code issues, poor condition, unclear authority

Situation

Tom is trying to help, but he is not sure the estate has enough value to justify spending. The house may have serious repairs, taxes, liens, utility issues, or code concerns. There may be no close family willing to help. He needs to know when the right answer is to stop, collect records, and talk to professionals before doing anything expensive.

Emotional State

Primary feelingCautious responsibility

Tom wants to do the right thing, but he does not want to become financially trapped.

FearMaking a legal or money mistake

He worries that good intentions could create personal exposure.

HopeA stoplight

He wants the system to say green, yellow, or red before spending begins.

Jobs To Be Done

  • Tell me whether this looks like a stop-spending estate.
  • Identify what must be reviewed by an attorney, CPA, title professional, realtor, inspector, or contractor.
  • Help me collect records without implying legal or tax advice.
  • Show a fast-cash or minimal-stabilization path if the estate cannot support a full process.
  • Protect me from acting like I have authority when I may not.

Think-Aloud Starting Prompt

You are handling an estate for a childless relative or friend. The house is in poor shape, debts are unclear, and you do not know whether repairs would ever be recovered. You need a first strategy that tells you whether to spend, pause, sell quickly, or get attorney review first.

Representative Think-Aloud

Homepage: "I do not need hope first. I need to know if this is dangerous."

Strategy: "If the estate may be insolvent, say that clearly. Do not bury it under services."

Records page: "This is helpful if it tells me what to gather for a lawyer without asking for SSNs or tax returns."

Talk path: "I would talk to you if you are honest about when not to hire you."

UX Implications

  • The strategy needs an explicit "nearly insolvent / attorney-first" outcome.
  • Service cards should not appear as pressure when the safest path is minimal action.
  • "What Legacy could do" should include "help you avoid spending blindly."
  • Records readiness must use professional-review language, not conclusions.
  • The system should support "I need a fast exit" without shaming the user.