INTRODUCTION
Last August, I participated in the Skilvul Virtual Internship (SVI) as a UI/UX Designer. On this day it became my opportunity to document the project that was required as a final task. This project has been completed under the guidance of a mentor and interference by two of my teammates, Rafi Kurnia Pangestu and Muhammad Shofiyan Al Faza.
Disclaimer: This project is a final project part of the UI/UX training program implemented by Skilvul for the Kampus Merdeka program organized by the Ministry of Education, Culture, Research, and Technology of the Republic of Indonesia and Bank Jago as Challenge Partners. We do not work or are bound by a professional contract by Bank Jago.
BACKGROUND
Jago is a digital financial service with a life-centric principle that focuses on users’ daily lives with the aim of helping users become better at living their lives. Complete features make the bank good as one of the banks that can meet the needs, especially among millennials. However, to complement the digital services provided, Bank Jago has a plan to build a service that can help customers make plans to anticipate unexpected events in the future that can affect the livelihoods and/or welfare of the users’ families. This feature is called the Jago last wish.
OBJECTIVE
- Easy way to create a will, giving users the freedom to make different types of requests.
- An easy way to calculate the required monthly payment for the desired form of will.
- Make insurance claims easily through the mobile application.
ROLE IN TEAM
During the process of working on this project, my team and I have the same task as UI/UX Designers which includes making observations, determining problems experienced by users while using insurance products, determining solutions as problem-solving, and expressing ideas to determine what features can facilitate the use of insurance products. In addition, we also conduct User Research to test our prototype by asking about the convenience and expected needs.
RESEARCH METHOD
- Design thinking for the design process.
- Collected data through a questionnaire and in-depth interview.
- Single Ease Question (SEQ) method to determine user satisfaction by using a number range 1–7.
DESIGN PROCESS
Design thinking is an approach used for practical and creative problem-solving. It is based heavily on the methods and processes that designers use (hence the name), but it has actually evolved from a range of different fields — including architecture, engineering, and business. Design thinking can also be applied to any field; it doesn’t necessarily have to be design-specific.
Design thinking is extremely user-centric. It focuses on humans first and foremost, seeking to understand people’s needs and come up with effective solutions to meet those needs. It is what we call a solution-based approach to problem-solving.
[1] Empathize
First of all, we do an empathize step through a questionnaire on a google form with several questions. The data obtained were 51 respondents, then we represented them into 2 user personas as below:
[2] Define
After we do the empathy stage, we write down some of the problems experienced by users. We also
|Pain Points:
We got some pain points or problems related to life insurance.
|How-Might We:
After we identify the problems, we also determine how might we for that problems and vote on them.
[3] Ideate
After determining how might we, we start brainstorming by pouring ideas that can be used as solutions to solve user problems.
|Solution idea:
|Affinity diagram:
|Prioritization:
|Crazy 8's:
After we determine the solution, we design a sketch with crazy 8’s. Below is the crazy 8’s result from me and my teammates.
|User Flow:
To find out the program flow that must be completed by the user, we pour it into the user flow. At this stage, we divide the tasks by determining the workflow that we will define. Of course, this is based on the insurance process in general.
|UI Style Guide:
[4] Prototype
|Wireframe (Low-Fidelity):
|User Interface Design (High-Fidelity):
- Last Wish Tour UI
- Last Wish Home UI
- Jago baca UI
- Aktivitas UI
- Create Last Wish UI
We create a choice if users already have an ID card, users can fill the form by ID card scan.
If the user does not have an ID card, the user can fill out the form automatically.
After filling the form, we can write a message or last wish for the heirs.
- Buy an insurance product UI
After we buy an insurance product, we will be directed to a page for the last wish that has been filled with connected insurance. We are also asked to complete the creation of the last wish that ends with a digital signature.
- Bayar Premi UI
- Asuransi Terhubung UI
- Klaim UI
You also can try our prototype by click the screen below or by this link.
[5] Testing
in the last stage, we did usability testing, with 7 tasks.
And below I attach the results of our documentation while doing user research and usability testing.
After completing all tasks, respondents gave a score of 6 on a scale of 1–7 and gave some feedback:
TASK 3 — Calculating premium payments using a premium calculator in the insurance
- There should be a reminder on every specified date for premium payment
- On/off feature for premium deduct automatically
— Revision
TASK 4 — Upload ID card and digital signature
- Choice of thickness for signature ink
— Revision
TASK 5 — My last wish and pay insurance premium
- The top part of the premium paid history snack bar must be added with an up arrow icon because respondents are confused whether it is a snack bar or not
- On the payment options, there may be a dividing line or something else that can indicate that the text is clickable
— Revision
Below is the result of the revision of task 5 point 1, for the second point, we can’t revise it because it follows the design results that are already in the Jago App.
CONCLUSION
Based on the results of usability testing, respondents gave a score of 6, which means that the results of the design and user flow that we have determined are quite good and easy to understand. However, respondents also gave suggestions for further improvement regarding some of the missing information as already mentioned.
