User Personas & Core Journeys¶

Status: Draft — feeds the PRD. Principle: Every persona must map to a real set of tasks. Every journey must be concrete enough to test against.

1. Human Personas¶

1.1 Relationship Manager (RM)¶

Attribute	Detail
Goal	Get customers onboarded quickly so they can start doing business
Frequency	Multiple onboarding initiations per day
Technical level	Non-technical. Web-savvy. Uses the platform as a tool, not an interface they study.
Pain points	Slow onboarding loses deals. Repeated document requests annoy customers. No visibility into where an application is stuck.

Primary tasks:

Initiate a new customer onboarding request
Provide business context: expected relationship, products, volumes
Upload initial documents (incorporation certificates, director IDs)
Track application status
Receive and respond to requests for additional information from analysts
Communicate decisions to the customer

Success metric: Onboarding completion time from initiation to approval.

1.2 Onboarding Specialist¶

Attribute	Detail
Goal	Ensure onboarding requests are complete and correctly routed before analyst review
Frequency	10–30 intake reviews per day
Technical level	Moderate. Works with the platform all day. Efficiency matters.
Pain points	Incomplete applications waste time. Manual document verification is slow. Ambiguous ownership structures require constant escalation.

Primary tasks:

Review intake applications for completeness
Verify customer classification (retail, corporate, etc.)
Collect and validate mandatory documents per customer type
Initiate workflow and ensure all required modules are invoked
Identify and flag missing or suspicious information
Coordinate with customers/RMs for document collection
Escalate to KYC analyst when ready for deeper review

Success metric: Intake-to-analyst handoff time. First-pass completeness rate.

1.3 KYC Analyst¶

Attribute	Detail
Goal	Verify customer identity, ownership structure, and documentation thoroughly and accurately
Frequency	5–15 customer reviews per day
Technical level	High domain expertise in KYC/CDD. Platform is their primary workspace.
Pain points	Complex ownership structures are hard to validate. External registry lookups break workflow flow. Document expiry tracking is manual. False positives from screening waste time.

Primary tasks:

Verify individual identity (ID documents, proof of address)
Verify legal entity existence (registration number, incorporation certificate)
Validate ownership structure — identify all UBOs above threshold
Review screening results and adjudicate potential matches
Review risk rating output and adjust if factors were missed
Request additional documents when needed
Write case notes explaining verification decisions
Approve low-risk cases or escalate high-risk cases

Success metric: Case throughput. False positive rate. Escalation accuracy.

1.4 Sanctions Analyst¶

Attribute	Detail
Goal	Adjudicate screening matches and confirm or clear sanctions/AML hits
Frequency	5–20 screening alerts per day
Technical level	Specialist. Deep sanctions knowledge (OFAC, EU, UN regimes).
Pain points	False positives from name matching waste time. Insufficient context on why a match was triggered. Lack of linked entity visibility — is this really the same person?

Primary tasks:

Review screening matches flagged as "potential"
Compare match details: name, DOB, nationality, identifiers
Request additional screening context when needed
Adjudicate: clear as false positive, confirm as true hit, or escalate
Document rationale for every adjudication
Trigger network analysis when a true hit is confirmed (who else is connected?)

Success metric: Time to adjudicate. False positive closure rate. True hit detection rate.

1.5 EDD Analyst¶

Attribute	Detail
Goal	Conduct deep due diligence on high-risk customers
Frequency	1–5 deep dives per week
Technical level	Senior. Most experienced analysts. Understand complex corporate structures and wealth sources.
Pain points	Ownership complexity makes UBO identification painful. Source of wealth documentation is inconsistent. No single view of all related entities.

Primary tasks:

Investigate complex ownership chains (multi-level, cross-jurisdiction)
Assess source of wealth and source of funds
Review PEP exposure and assess corruption risk
Investigate adverse indicators (negative news, sanctions nexus)
Write detailed EDD reports with risk assessment and recommendation
Present findings to FCC reviewer for approval

Success metric: EDD completion time. Quality of risk assessment (audit review pass rate).

1.6 Financial Crime Compliance (FCC) Reviewer¶

Attribute	Detail
Goal	Approve or reject high-risk cases with regulatory accountability
Frequency	1–3 approvals per day
Technical level	Senior compliance professional. Decision authority.
Pain points	Insufficient audit trail for past decisions. Cannot easily review why a similar case was approved/rejected previously. Override requests lack context.

Primary tasks:

Review high-risk case packages (all evidence, analyst notes, risk scores, screening results)
Approve, reject, or request additional investigation
Authorize policy exceptions with documented justification
Ensure segregation of duties — did the analyst approve their own work?
Review audit trail completeness before final sign-off

Success metric: Decision consistency. Audit readiness. Policy exception rate.

1.7 Supervisor¶

Attribute	Detail
Goal	Manage team workload and SLA compliance
Frequency	Continuous monitoring, active intervention 2–5 times per day
Technical level	Moderate. Needs dashboards and queue views, not deep investigation tools.
Pain points	No visibility into analyst workload distribution. SLA breaches discovered too late. Manual reassignment is disruptive.

Primary tasks:

View team workload dashboard (cases per analyst, aging cases, SLA status)
Reassign cases when workload imbalance or SLA risk detected
Escalate breached-SLA cases
Approve reassignment requests
Monitor case quality trends

Success metric: SLA breach rate. Analyst utilization balance. Average case age.

1.8 Audit Reviewer¶

Attribute	Detail
Goal	Verify that processes were followed correctly and decisions were defensible
Frequency	Periodic reviews (weekly/monthly), triggered audits
Technical level	Compliance/audit background. Needs search and replay, not active workflow tools.
Pain points	Cannot reconstruct past decisions end-to-end. Evidence is scattered across systems. Policy version in effect at time of decision is unclear.

Primary tasks:

Search for cases by customer, date range, decision type, analyst
Replay case lifecycle: every state transition, every decision, every module invocation
Verify config version active at time of each decision
Verify segregation of duties was enforced
Verify override justifications
Export audit package for regulatory inspection

Success metric: Audit reconstruction time. Evidence completeness score.

2. System Personas (Automated Actors)¶

These are not humans but the platform behaves as if they have responsibilities:

System Actor	Responsibility	Invoked By
Workflow Engine	Drives process states. Routes tasks. Enforces SLAs.	Triggered by process events
Customer Classifier	Determines customer archetype from intake data	Triggered by application submission
Name Screening Engine	Matches names against watchlists	Invoked by workflow at screening step
Risk Rating Engine	Calculates customer risk score and band	Invoked by workflow at risk assessment step
Network Analysis Engine	Maps ownership and relationships	Invoked by workflow (conditional on complexity)
Configuration Engine	Serves active configuration to all modules	Queried by every module on invocation
Audit Service	Records every event immutably	Every module on every action
Notification Engine	Sends reminders, escalations, updates	Triggered by SLA timers and state transitions

3. Core Journeys¶

3.1 Journey 1: Corporate Customer Onboarding (The Proving Case)¶

This is the journey that proves the platform. A corporate customer with complex ownership, PEP exposure, and a sanctions near-hit.

Actors involved: RM, Onboarding Specialist, KYC Analyst, Sanctions Analyst, EDD Analyst, FCC Reviewer

Flow:

1. RM submits application
   → Provides: company name, registration number, jurisdiction, expected activity, product interest
   → Uploads: incorporation certificate, shareholder register, director passports
   → System: classifies as "Corporate — Netherlands — Lending"

2. Onboarding Specialist reviews intake
   → Verifies: all mandatory fields present, documents attached, classification correct
   → Initiates onboarding workflow
   → System: selects "Corporate_NL_Lending_Onboarding_v1" template

3. Automated parallel processing
   → Track A (Screening): Name screening runs against sanctions + PEP lists
   → Track B (Risk Rating): Rules engine calculates risk based on jurisdiction + product + ownership
   → Track C (Document): Validates mandatory docs, flags missing shareholder declaration
   → Track D (Network): Maps ownership from shareholder register

4. Sanctions Analyst receives alert
   → Screening returned "potential match" against a PEP list
   → Analyst compares: name similarity 85%, but DOB mismatch and different nationality
   → Analyst adjudicates: false positive, documents rationale
   → System: records adjudication, closes screening task

5. Risk Rating returns: HIGH (jurisdiction moderate risk + lending product)
   → System: branches to EDD path

6. KYC Analyst reviews case
   → Verifies: incorporation certificate valid, registration number matches corporate registry
   → Validates: shareholder register shows 3 layers of ownership
   → Identifies: UBO1 (45% owner), UBO2 (30% owner), UBO3 (25% owner)
   → Requests: additional proof of address for UBO2
   → System: generates document request notification to RM

7. EDD Analyst receives case (triggered by HIGH risk)
   → Reviews: ownership complexity — UBO1 is a holding company in a high-risk jurisdiction
   → Requests: source of wealth documentation from UBO1
   → Investigates: UBO1 connections via network analysis — shared director with a sanctioned entity? No.
   → Writes EDD report: recommends "approved with enhanced monitoring"
   → System: escalates to FCC Reviewer

8. FCC Reviewer makes final decision
   → Reviews: all evidence, KYC notes, sanctions adjudication, EDD report, risk score
   → Verifies: segregation of duties — analyst ≠ approver
   → Verifies: config version used for risk rating
   → Decision: APPROVED WITH ENHANCED MONITORING
   → System: records decision, notifies RM, closes onboarding case

9. Audit trail complete
   → Every state transition logged (with timestamp, actor, rationale)
   → Every module invocation logged (input + output + config version)
   → Every decision logged (who, what, why)
   → Audit Reviewer can reconstruct the entire journey from any point

This journey validates: workflow orchestration, parallel execution, screening adjudication, risk rating with branching, network analysis, document management, EDD escalation, approval controls, and complete audit trail.

3.2 Journey 2: Retail Customer Fast-Track¶

Low-risk retail individual. Should complete with minimal analyst interaction.

Actors involved: RM, Onboarding Specialist (automated where possible)

Flow:

1. RM submits application
   → Provides: name, DOB, nationality, residence, occupation, expected account usage
   → System: classifies as "Retail Individual — Netherlands — Savings"

2. Automated processing
   → Screening: name against sanctions + PEP → no match
   → Risk Rating: geography (low) + customer type (retail) + product (savings) → LOW
   → Document: requires ID + proof of address

3. Onboarding Specialist quick review
   → Verifies: ID valid, address matches, no screening hits
   → System: fast-track path — LOW risk + no matches → no analyst review required
   → Specialist approves

4. Complete
   → Total time: < 30 minutes from submission to approval
   → Audit trail: complete but compact

This journey validates: fast-track routing, low-friction user experience, proportional risk treatment.

3.3 Journey 3: Sanctions True Hit Escalation¶

Most critical escalation — a sanctions match that cannot be cleared.

Actors involved: Sanctions Analyst, FCC Reviewer, Legal (if needed)

Flow:

1. Screening returns: CONFIRMED MATCH — OFAC SDN list
   → Match: name 98%, DOB matches, nationality matches, alias matches known alias

2. Sanctions Analyst reviews
   → Verifies: all three identifiers match — this is a true hit
   → System: automatically freezes case — cannot proceed
   → Analyst documents finding, escalates immediately to FCC + Legal

3. FCC Reviewer confirms
   → Reviews: sanctions evidence, analyst finding
   → Decision: PROHIBITED — SANCTIONS BLOCK
   → System: records prohibition, locks customer record, triggers notification chain

4. Audit
   → Full chain: who detected, who confirmed, what evidence, what lists matched, config version

This journey validates: critical escalation path, automated blocking, sanctions governance.

3.4 Journey 4: Supervisor Workload Management¶

Day-to-day operational management.

Actors involved: Supervisor

Flow:

1. Supervisor opens team dashboard
   → Sees: 3 analysts with high case load, 2 with low load
   → Red flag: Analyst A has a case approaching SLA breach (4 hours remaining)

2. Supervisor reassigns
   → Selects Analyst B (low load, same skill set)
   → System: transfers case with full context (no information loss)
   → System: notifies Analyst B of new assignment
   → System: records reassignment in audit trail with rationale

3. Supervisor monitors
   → Dashboard updates: workload balanced, SLA risk resolved

This journey validates: queue management, reassignment, SLA visibility, audit completeness on operational actions.

4. Persona-to-Feature Matrix¶

Feature / Persona	RM	Onb. Spec	KYC Analyst	Sanct. Analyst	EDD Analyst	FCC Reviewer	Supervisor	Auditor
Application intake	✅	✅
Customer classification		✅
Document upload/review	✅	✅	✅
Name screening adjudication			✅	✅
Risk rating review			✅		✅	✅
Network analysis exploration			✅		✅	✅
Case notes & evidence		✅	✅	✅	✅	✅
Escalation & approval		✅	✅	✅	✅	✅
Queue / SLA monitoring							✅
Case reassignment							✅
Audit replay								✅
Decision export					✅	✅		✅

Personas derived from: Onboarding Spec §4.1/§4.2, Blueprint §4, Business Concept §8.