Last Wish by Bank Jago — UI/UX Case Study
New Way of Life Insurance
Hi everyone! I’m Melin Ayundai, a CX enthusiast. I’ve been participating as Grantee UI/UX Design on Digital Talent Scholarship (DTS) Program by Kominfo. This case study is a project from DTS with one of their challenge partner, Bank Jago.
The UX challenge is to create a mobile application design for the Jago Last Wish feature related to life insurance products. Project duration started between August-October 2021, approx. 2 weeks (7–9 days).
Disclaimer: This project is part of the UI/UX Training Program held by the Ministry of Communication and Information with Skilvul and Bank Jago as Challenge Partners. I am not employed or bound in a professional contract by Bank Jago.
Project Background
When it comes to managing and protecting our money with insurance, sometimes we hesitate because life insurance is too complicated and it isn’t something excited to tell your friends about.
The challenge is to create a life insurance solution that is simple, flexible, and supports user’s lifestyles and also helps them achieve their life goals. The process, information, and experience of life insurance nowadays seemed ready to revamp. This is how “Last Wish” came to be.
Project Goals
- Design an experience that helps people to build their own life insurance with unique needs and simple process
- Develop a design solution presented as a high fidelity prototype based on user’s needs and business goals
My Role
In this collaboration project, I worked alongside with my teammates Prematara Oktabareki and Mirza Yumna Ibrahim building Last Wish feature of Bank Jago digital life insurance services. As UI/UX Designer, I design this project from scratch to prototype with design thinking process. I led the research of usability testing and the design of these feature/menu below.
- Digital Health Check
- Make a Wish “Kado Istimewa”
- Payment Integrated Jago Pocket
- Wish Customize (Edit)
- Profile
- Status Klaim
Design Process
In this project, we sketched the ideas into prototype with design thinking process that involving five phase. These stages are not always sequential, and teams often run them in parallel, out of order and repeat them in an iterative design.
Empathize
We did the empathize phase at the beginning of the process with challenge briefs from Bank Jago and some valid articles/journal about Insurance. Also, we interviewed the user along the way usability testing to gather insight and feedback.
Define
After collecting and analyzing all the information obtained from the empathize stage, the next step is to determine user problems or pain points. Then, we compiled the insights into idea with How Might We method.
Ideate
I did brainstorming session with the teams by asking a question “how can we make life insurance experience better?” to find ways for a best experience to users. At this stage, I use the HMW (How Might We) method to describe the solution of the problem.
How-Might We:
“Membuat asuransi jiwa menjadi menyenangkan”
We came up with several core features that would capture the opportunity spaces that we’ve identified. After that, grouping the solution idea into an Affinity Diagram.
We created Prioritization Idea to map each solution and determine the level of impact and effort. It can identify which features are potential to be developed immediately or later. Here they are some features need to be done in the first phase, “Yes, Do It Now”:
- On boarding — Digital Health Check
- Make a wish — Kado Istimewa
- Payment integrated Jago Pocket
- Edit a wish
- Claim a wish
Then, I made sketches using the Crazy’8 method. This is where I go crazy with ideas. I came up with several potential solutions to each of the pain points and made some rough sketches.
We continued in making the Low-Fidelity Wireframes. It can save a lot of time because we only need to focus on the workflow and layout first. You can see it by clicking it here.
UI Design
After a lot of iterations and spending countless hours and making sure the visuals are perfect in these screens, here they are.
Prototype
“Prototyping is the conversation you have with your ideas.”
— Tom Wujec, Fellow at Autodesk, a global leader in 3D design, engineering and entertainment software
After we made a high-fidelity prototype by beautify the interface design and make the UI style guide to documented the design resources. We added some flows to make it interactive. This phase is to create iteratively improved prototypes in order to test out solutions quickly, and then use the test results to improve ideas. You can try the prototype with by click this link
Testing
We tested our Figma prototype to assess how difficult user find a task with The Single Ease Question (SEQ) method that is a 7-point rating scale. It’s administered immediately after a user attempts a task in a usability test.
Here’s our research objective:
- to find out user needs in making plans that anticipate unexpected events in the future (life insurance)
- to know user habits in planning life insurance
- to find out the usability of the idea solution we offered
There are five tasks that needed to be done by user to find out the usability of the idea solutions offered in the Digital Health Check, Create Wish, Payment, Edit Wish, and Claim process flows.
After user attempt a tasks, we asked them this simple question: Overall, how difficult or easy was the task to complete? And we used the seven point rating scale format. When user rate a task, it’s good to know why they did.
Based on the test results, there are positive feedbacks that eventually help to validate our design concepts. Our SEQ Score is 6, which means our user understood the new features, were willing to act, and learned something new about life insurance. Of course, there’re so much more to be done. We received numerous feedback about copywriting and UI issues — which we plan to tackle in future improvements.
Things I could have done better :
I found this project a helpful way of learning the basics of UX/UI design. This is my first and I’m amazed by how much I’ve learned. There are a few areas of improvements we’d like to work on in the next design sprint.
- There needs to be a disclaimer about the security of the user’s personal data
- Give a template for the e-will, because not everyone can make good words, it will make it easier for the user if there is one.
- It would be better for the claimer to have Jago account
- There needs to be a visual percentage of the claim benefit in the heir profile
- There needs to be an explanation/information on the Document Upload Page of the documents needed for a claim
Conclusion
To wrap it up, that was my experience during this project and I just wanted to try out my hands on a better solution that can provide digital life insurance service. Still, at the course of my research I discovered more reasons why users deserve to have amazing experiences even while making digital Wills. Also, I have learned more about the general digital banking and life insurance industry.
Thank you for reading! :)
If you want to ask, chat or collaborate, feel free to contact me through Linkedin.
I would also like to thank my teammate for this project — Prematara Oktabareki, Mirza Yumna Ibrahim, and the interview participant — Abi Yasinda
