Three people, three full briefings.

Amira Hassan

Senior property manager, Melbourne

Amira is not a real client. She runs a rent roll in a suburban Melbourne agency. The judgement she wants to keep is the hard owner and tenant conversation. The work that has started to feel mechanical is the owner update. Her mother needs her on Thursday and Friday afternoons, and the household cannot take a pay cut.

Daniel Okonkwo

Office and client services manager, Brisbane

Daniel is not a real client. He manages office and client services in a Brisbane accounting firm. Partners ask him to unstick clients and get bills out without a fight. He is curious about helping other firms, and he cannot disappear into a course. School-age children make the week mostly predictable, and mostly full.

Priya Nair

Client services coordinator, Sydney

Priya is not a real client. She coordinates client services in a small Sydney firm. Solicitors ask her where a matter actually stands, because the file and the conversation drift apart. She can study in the evenings, she rents, and she is clear that she is not trying to become a solicitor.