Last Wish by Bank Jago
Disclaimer : This project is part of the final project of the Portfolio Plus program organized by Skilvul with Bank Jago as a partner. I dont have a professional contract with Bank Jago.
Hello, My name is Nurul Amalina! On this occasion I will discuss a case study in the field of UI/UX regarding Jago Last Wish, which is an insurance feature from Bank Jago that carries a different concept from other life insurance.
Background
This case study was completed as part of a final project for Portfolio Plus, a program designed by Skilvul to enhance design students’ skills. As part of the final project, we had the opportunity to partner with a real industry client Bank Jago, to develop a hypothetical project that was on track for their development.
About Bank Jago
Challenge
According to data from the Indonesian Life Insurance Association (2019), only 16 million people in Indonesia have life insurance. This number includes various age groups, including the elderly and children, and is not limited to young adults, indicating a lack of understanding and literacy about the importance of life insurance protection, especially among young adults. The current method of offering insurance through an agent has several drawbacks, as individuals may feel uncomfortable when approached directly. In addition, agents are sometimes overly assertive and use negative tactics, such as sharing troubling stories, to influence potential clients to buy insurance out of fear.
Therefore, Bank Jago wants to introduce a life insurance feature with a more positive and fun approach, not by scaring users with unwanted things such as accidents, serious illness or death. In addition, users will feel more comfortable because they do not need to meet an insurance agent to register themselves, with a faster and easier process.
Design Process
Define
In this stage, I empathize and position myself as a user and also think about what are the user’s pain points in registering for insurance. From that pain point I did How Might We which can make it easier for users.
Desk Research
I started doing research on various life insurance products in Indonesia and several foreign insurance companies. From this research, I collected several paint points about their concerns about taking insurance.
After analyzing the information from the pain points that had been collected, I tried to find out what solution to make for the problem by doing How Might We.
Ideate
From the existing how might we, I did another analysis to find the solution that was really needed according to the existing problem. To make it easier, I categorize these ideas into several groups according to the matrix of user value and effort in the form of an affinity diagram.
After making an affinity diagram, I made a prioritization of ideas where I grouped ideas based on their importance in terms of effort and user value.
From the table above, the solution for “Membuat tujuan asuransi sesuai kebutuhan pengguna”, “Membuat tampilan dan alur yang easy to use” and “Membuat beberapa metode pembayaran” is the most prioritized thing to do. Whereas “Menambah fitur-fitur menarik” is made after doing the initial priority.
Crazy 8's
User Flow
After doing the define and ideate stages, I continued to make the flow for opening a Jago Last wish account, making monthly payments and editing a will.
Wireframe
High Fidelity UI
In the Jago Last Wish application the user is provided with several templates regarding what things can be realized by following this program or the user can write his own wishes what the user wants to be realized. The Last wish feature also provides a special page for users who want to find out in advance what Master Last wish is.
After the user chooses a template or chooses to make their own wish, then the user will be taken to the will creation page which contains the title, content, digital signature as well as additional photos or videos that support the user’s will. The user can skip this step first if the user does not want to write a will.
On this page the user can choose the amount of money to make his Last wish come true by sliding a button. There is information about the amount of fees given when you die and the fees you pay each month.
After the user determines total amount of insurance that can be covered to realize his Last wish, the user is asked to fill in some data regarding the heirs.
After the submission of the Last wish user has been successfully approved by the bank, the Last wish homepage will appear as above, the user can add another Last wish if necessary.
To make a payment, the user can select the desired last wish, after which a page will appear containing information about the total amount can be covered by the bank and the current bill amount. The current bill is the accumulation of bills that the user has not paid, if the user has not paid the previous month’s bill in the billing column the total bill will appear. Then the user can see payment details and can choose what payment method that want to use.
The user can also save the will in pdf form to the mobile device that user used or the user can also directly share the will document via email, WhatsApp and others.
Users can also change the contents of the will any time by the pin.
Additional feature — Jago Challenge
In this Jago Last wish application there is also a gamification concept where there are daily challenges in the form of a healthy lifestyle such as exercise, drinking water, and other good things. After the user completes a challenge later the user will get points. The number of points awarded differs depending on the difficulty level of the challenge.
These points will be accumulated within 30 days. The number of points accumulated can be claimed to reduce the premium fee that will be paid that month.
Link Figma
Interactive Prototype
The following is the result of the design we have made. To do a prototype trial, you can do it at this link PROTOTYPE.
Conclusion
Of course this project still has deficiencies. All features in this case study may not be exhaustive as they are used for demonstration purposes only. And if I have a lot of time, I will do usability testing on several users to get feedback so I can fix these deficiencies.