Semangat Pagi! Greetings from Indonesia, I’m Aliva, currently 25 years old, an Animal Science Bachelor Degree who start to have enthusiast in UI/UX world. Luckily, there are scholarship from our ministry that provide training program in digital. This also disclaimer to describe that i have no specific skill in this area. Thanks to my partner, Andhika, who has background in IT that help this project until finish.
Background
In DTS Pro 2022 Batch 3 that held from August-September, every Mentee should choose one project (challenge) as part of training program. I chose Bank Jago as my project, so from begin to the end of the program, i should finish the project.
Bank Jago provide challenge about “Jago Last-Wish”. This feature means to every young customer to have a modern life insurance, in a positive way. If life insurance mostly find as preventive tools, Bank Jago would like to persuade their customer to plan the future with optimistic and more mature. If most life insurance talk about your will to your heir, Bank Jago would talk about how to maintain your health to reduce risk of death either plan to sprinkle your death-ashes to space!
From that brief introduction, we could conclude the objective of the challenge:
- Make new pocket of life insurance in Bank Jago.
- Life insurance must provide tools that help customer to maintain their health.
- Life insurance must provide flexible feature for will and how to implement the will.
In this batch, we all divided into groups contained 5 members in each group. However, in first assignment there only left 1 partner of me (Andhika W. Soedjarwo or Mas Dhika). So, there’s only 2 of us to finish the project (in the group).
As the group only consist 2 members, we worked the assignment flexibly. I usually initiate the work process of assignment, then corrected by Mas Dhika. Mostly, the design itself created by Mas Dhika. We used Figma and Google Workspace to collaborate.
Design Process
Design process is a design iteration process to increase usability and optimal design interface. In UI/UX area, design process is a methodology to solve problem by considering 3 aspects: Business, IT, and User. In this project, we will using one of design process: Design Thinking. According to Tim Brown from IDEO:
Design thinking is a human-centered approach to innovation that draws from the designer’s toolkit to integrate the needs of people, the possibilities of technology, and the requirements for business success.
There are 5 steps in Design Thinking that we might use in sequence (could be not in sequence, follow the problem that we try to solve):
Emphatise & Define
Emphatise step is a process to research and analyze target-user’s perspective and needs in our feature. We used secondary data (others research about life insurance) in this process. After we get the data, we could move to next process: Define. We conclude all our findings by implement it into opportunity, called “How-Might We”.
We categorized our opportunity into 4:
- Provide life-insurance feature that needed, trusted, and cheap for user.
- Provide a feature that could calculate automatically premi for User Last-Wish.
- Gamification for User to have a healthy lifestyle.
- Help user define their destined death.
Ideate
From the “How-Might We”, we can then focus to ideate solution. Step to ideate the solution is brainstorming, make affinity diagram (categorized our solution), and prioritization idea (prioritize which solution can be made now or later by dividing it into quadran).
We provide 5 features to support Jago Last-Wish:
- Option Feature — User can choose between 2 option whether to make a will for heirs or organizing their death body.
- Security — User’s will is legally validated by filling the heir’s form. We will also provide scanner for their letter of will or digital will.
- Support Feature: a calculator to calculate premi, Robo Recommendation to maintain healthy lifestyle, and death countdown (User will save their money in Jago Last-Wish by choose their life-insurance package. User will predict their own time of death).
- Gamification — a challenge to maintain healthy lifestyle. There’s also reward if they can pass the target. (for instance: run three times a week)
- Promotion — to attract User.
Prototyping
We should implement all the ideas into design. We determine User Flow Chart before make a low-fidelity prototype.
Actually we have 2 options: Kantong Tabungan Kematian (Death Save Pocket), this purposed for User who want to save their money in Jago Last-Wish and would like to give their saving to their heirs after User’s death. Kantong Asuransi Jiwa (Life Insurance Pocket), this provide User who wants Bank Jago to organize their death body, whether to donate their organ or just buried or cremation their body. But then we decided to focus working on Kantong Tabungan Kematian.
You can also try the prototype that we made in here: https://www.figma.com/proto/XNKamwhwi7Xr10ODP2u076/Userflow%2C-Wireframe%2C-Design-System%2C-UI-Mockup?node-id=60%3A763&scaling=scale-down&page-id=28%3A129&starting-point-node-id=60%3A763
Testing
We conduct usability testing into respondent to use our prototype. Usability metric that we used:
User Task Analysis Method — a method to observe user behavior by interviewing them and recording the actions they take to complete a certain task or flow within our website or app.
- User Task Analysis Method — a method to observe user behavior by interviewing them and recording the actions they take to complete a certain task or flow within our website or app.
- Single Ease Questions — a popular UX metric, a 7-point rating scale to assess how difficult users find a task.
- Likert Scale — a psychometric scale commonly involved in research that employs questionnaire. We used likert scale from 1–10 to ask User’s opinion about usability, satisfaction, and UI appearance.
Respondent is a male 24th years old as post-graduate student and intern in consultant office who live in Bandung.
Conclusion
There are many feedback that respondent provide for the feature:
- Copywriting must be corrected and simplify.
- Form and letter interface must created more attractive.
- There must be a journey guidance in filling form to make User know how many step they have to fill.
- E-sign must be included to validated legal data.
- Some feature not completed yet
Feedback
Respondent have positive feedback. According to him, this kind of feature needs to develop in the future. Because people start to concern about data in platform. This feature can help people to secure their data (especially saving) to their heir.
I enjoy my-self learning all the UI/UX process. The thinking process itself help me think logically, user-centris, but also consider the design! Will make another dummy case study, soon. Thanks for the program!
