Adviser Front Door — Flow Canvas
For Michelle · Bird's-eye view of all 5 referral outcomes
Open prototype

Pathways

Intro2 screens
Triage3 routes
Personal Advice (PA)4 screens
GA — Digital (QAT)3 screens
GA — Consultant (WIC)5 screens
Partner referralinsurance-only

Adviser Front Door → AIAFW

One adviser front door. Simple triage. Right pathway. Salesforce / calendar / QAT handoff. Five outcomes covered end-to-end.

15screens 5outcomes 3pathways 2fallbacks
1 · Referral details
2 · Client needs
3 · Pathway
4 · Booking / handoff
5 · Complete
1
Front door
Refer a client for insurance support
One adviser front door. Routes clients to the right AIAFW pathway based on need.
Landing Start referral →
2
Capture
Who are you referring?
Adviser captures adviser name, organisation, client details, and consent.
Data capture Continue →
3
Triage
Is your client clear on cover needed?
Three routes — PA (needs help), GA (clear on cover), or Partner referral (insurance-only).
3 options →
No · Needs help
Yes · Knows cover
Partner referral · Insurance-only
4A
PA pathway
AIAFW Financial Planner
Recommended pathway when client needs help understanding insurance needs.
Personal Advice Book →
4B
Preference
Digital or speak with someone?
Sub-decision for GA. Routes to QAT (digital) or WIC (consultant).
GA branch Choose →
Digital
Speak with someone
5B
QAT pathway
Quote and Application Tool
Recommended for clients who know their cover and are comfortable digitally.
GA · Digital Continue →
5C
WIC pathway
Wellbeing Insurance Consultant
Recommended for clients who know their cover but prefer to talk by phone.
GA · Consultant Book →
5A
PA calendar
Book Financial Planner consultation
Salesforce calendar with available time slots. Fallback link if no time fits.
Salesforce Confirm →
6C
QAT handoff
Continue to QAT
Personalised link sent to client. Referral logged in Salesforce.
Launch QAT →
6E
WIC calendar
Book WIC phone consultation
Phone consultation slots in Salesforce. Fallback if no time available.
Salesforce Confirm →
6A
Outcome 1
PA consultation booked
Client has appointment with Financial Planner. Referral in Salesforce.
✓ Booked Finish
6B
Outcome 2
PA → Triage follow-up
No suitable time selected. Triage team contacts client.
⚠ Triage Finish
3
Outcome 3
QAT handoff complete
Client proceeds through Quote and Application Tool digitally.
✓ Handoff → QAT
6D
Outcome 4
QAT dropout → WIC follow-up
Client drops out of QAT. WIC contacts client automatically.
⚠ WIC pickup Auto
7A
Outcome 5a
WIC consultation booked
Client has phone consultation with WIC. Referral in Salesforce.
✓ Booked Finish
7B
Outcome 5b
WIC → Team follow-up
No suitable time selected. WIC team contacts client.
⚠ WIC team Finish
Outcome 1 · PA booked

Adviser books client with AIAFW Financial Planner. Calendar booking confirmed. Salesforce.

Outcome 2 · PA → Triage

No appointment fits. Triage team picks up the lead and contacts client within 2 business days.

Outcome 3 · QAT handoff

Client proceeds digitally. Quote and Application Tool link sent. Referral tracked in Salesforce.

Outcome 4 · QAT dropout → WIC

If client drops out partway, WIC follow-up triggered automatically — no adviser action required.

Outcome 5a · WIC booked

WIC phone consultation booked. Client gets SMS + email confirmation.

Outcome 5b · WIC → Team

If no slot fits, WIC team picks up. Adviser notified once contact made.

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