UX persona

Persona: Erin, Out-of-Town Only Child

A UX persona for an out-of-town Allegheny County executor with an inherited house, low offer, cash runway, belongings, and grief pressure.

Run Think-Aloud Open Report Library
52 Age
8 hrs Away
$80K Low offer
Laptop, notes, and keys for a person managing a house from out of town
Composite scenario photo: remote executor coordination.

Profile Snapshot

Remote estate coordination with laptop, notes, and house keys
Composite photo for design use, not a real client.
NameErin McKee
Age52
LocationLives in Maryland; estate house in Verona / Penn Hills edge
Income$105K household income, but limited time and no local bench
Digital comfortHigh for chat, medium for uploading records, low for legal/tax forms
Estate shapeParent died, single house, older car, smoke, belongings, modest mortgage

Situation

Erin is the only child. Her father died after a long illness, and the house is full of memories, smoke, old furniture, tools, paperwork, and deferred maintenance. A buyer offered a fast as-is price that sounds tempting because she is tired and scared of fines, bills, insurance issues, and family questions.

She does not know if the offer is fair. She also does not know what order to do things in: appraisal, deed, insurance, cleanout, belongings, REV-1500 records, car sale, repairs, listing, rent, or final sale.

Emotional State

Primary feelingOverloaded and alone

She is smart, but the estate is not her field and grief makes every decision heavier.

FearBeing exploited

She worries that everyone she calls wants money before answering basic questions.

HopeDo not lose the house value

She wants proof that there may be a better option than panic-selling.

Jobs To Be Done

  • Help me understand whether the as-is offer is a floor, a trap, or the safest path.
  • Tell me what has to be protected this week: grass, keys, utilities, insurance, water, mail, title, and access.
  • Use rough photos and numbers to show whether the house may have hidden equity.
  • Separate belongings decisions from house progress so I do not freeze.
  • Give me a packet I can share with an attorney, CPA, realtor, appraiser, lender, or contractor.

Think-Aloud Starting Prompt

Your father died. You live eight hours away. You have an $80K as-is offer, about $45K cash, an $8K car, a $26K mortgage, and the house costs about $1.25K/month to carry. You open Legacy Defenders late at night because you do not know whether to sell fast or slow down.

Representative Think-Aloud

Homepage: "Okay, this says talk to Keith. I like that it says one sentence is enough. I am not ready to fill out a form."

Example strategy: "The four numbers help. I need to know if $80K is ridiculous or if this house is actually a money pit."

Property page: "Show me what pictures to take. I do not know what a contractor would need."

Belongings page: "I need permission to put memory stuff in storage so the house can move."

Call path: "I will call if I believe you understand the whole situation and are not trying to sell me a renovation."

UX Implications

  • The first screen must say "you do not have to decide tonight."
  • The strategy must show the as-is offer, carry cost, available liquidity, and value-to-test before any service pitch.
  • The photo checklist should be visible early because Erin cannot describe construction details well.
  • The call CTA should be warm but not pushy: "Talk to us when you want a person beside you."
  • The report needs share/export because Erin will send it to a lawyer, realtor, or friend before she trusts it.