UX Case Study “Jago Last Wish Feature”
BANK JAGO
Jago App is a product of DKatalis. Digital Catalyst or abbreviated as DKatalis is a digital company that focuses on creating digital solutions that can influence and be able to catalyze or accelerate the rate of growth through technology. This team is led by people who are experienced in their field. One of our recent works is Jago App, an application-based digital bank (jago.com). We currently work and collaborate in three different hubs in SEA (Jakarta, Singapore and Pune).
DESCRIBE
Jago is a digital financial service that focuses on the daily life of users, with the largest ecosystem network in Indonesia. There are many kinds of problems in a person’s daily life, but there are financial products that are used to fulfill these needs. For example, when you are hungry and order GoFood, you pay using Gopay. When you want to be a Youtuber, you need to save to buy mini studio equipment and buy it at Tokopedia. At Jago, although our main business is financial products, we understand that from the user’s perspective what they think about is not the financial product, but the end goal (example: hungry -> eat, become a youtuber -> make a studio). Therefore, when we want to create a savings product, we don’t stop with just creating a digital account feature, but we also think about integration into services that can provide goods or services that users need. So that everything becomes easy and smooth, for everyday life, future dreams, and activities with friends and family.
Imagine if Jago wanted to create and introduce a feature related to life insurance. If we look at the life insurance products that are currently on the market, usually these products are sold as a form of prevention from disasters or bad things that will happen in the future. In addition, life insurance is also usually used to protect the livelihood of the family you support through your livelihood before it is time to die. This is quite serious considering that not everyone has planned for the future. One possible reason why people don’t do it is because they want to be more optimistic and less negative (because the future gets scary).
Instead of focusing on the negative aspects that can happen in the future, how about we look at it in a positive and fun way where life insurance is used to guarantee an exciting and fun life instead of worrying about death.
Currently, there are many places to get life insurance products complete with details and prices. Of course, this is not the type of product that Jago wants. Jago features are made to support users’ lifestyles and also help them achieve their life goals, not just selling financial products. Do you wake up in the morning thinking about opening a deposit or buying insurance? Of course not right?
Imagine if you could make a will digitally, the contents of which could be whatever you wanted to do and the funding for its implementation could be guaranteed by the insurance product behind it. You can make a will as usual, leave money for the family, or you can also request that your ashes be sent to outer space! You can make a wish as far as your imagination can take!
For this reason, we currently need a solution or service in the form of a design prototype for a mobile application in order to help customers make plans that anticipate unexpected events in the future that can affect the livelihood and/or welfare of their families. It is also possible for our users to use this feature for social purposes, contributing to their environment and community even after death.
PURPOSE
Here are some features that are recommended to be included in the prototype proposal:
- The steps for making a will are easy, considering that users can enter various types of requests
- An easy way to calculate the required monthly payment for the desired form of wills
- Management of commitments made and edit wills
- Gamification or creative ways related to a healthy lifestyle and fitness level that can reduce the cost of the monthly commitment
OBJECTIVE
- Try the latest feature from Jago bank called Jago Last Wish to users.
- Maximize the role of the user experience related to the application that has been created.
- Explain the flow of insurance purchases from start to finish.
TEAM ROLE
As a UI/UX Designer collaborating with 3 team members Muhammad Haryo, Alfiatun Masrifah and Emillia Eka Firnanda. In this project, we divide it into several main tasks:
- Haryo focuses on creating user interface designs and defining a simple user flow.
- Alfi focuses on pin-point all problems and solutions.
- Emilia focuses on creating insurance and features.
However, the three of us worked together in the stages of determining pain points, how might-we, making crazy 8’s sketches, determining user flow, making user interface designs and also prototyping stages.
UI STYLE GUIDE
Herewith we attach UI style guide while designing our mockup.
DESIGN PROCESS
In this case, we choose to use Design Thinking as our design process approach.
1- Emphatize
Before we started, we need to make sure what the users wants. We need to look after the user persona to know the main problem. As a highlight, most of the users doesn’t like the UI mockup and lack of features.
2- Define
Before hand, we need to create pain points based on the users problem. Me and my teammate found create a moodboard to post all the pain points from the users perspective. Total there is 24 pain points in this case.
As you can see from the picture above, mainly to locate the problem is based on design and feature. From those pain points, Wechoose to create “Wills and Calculate Premi” feature for the users. The objective is to help the user in realizing his final wish.
Next we can see the How-Might We process. My team collaborated to find the solutions based on the pain points and solve it together.
3- Ideate
After find what user needs, we need to find the solution based on the pain points. In this process, we also need to create solution idea, wireframe and user flows.
- Crazy’8s method
In this step We are using the Crazy 8’s method using pen and paper to create the wireframe.
- User Flow
The objective in this case study is to create a new design and new feature in a Bank Jago app. I also created the user flow step-by-step using FigmaJam.
- Wireframe
All of those low fidelity design is based on Crazy 8’s Method. I’m using Figma to create the wireframe mockup.
4- Prototyping
Create a high fidelity mockup using Figma and testing the user flow in prototyping. I also attach the user interface i used in this case study.
- Interface
In this case, I’m using #FDAF27 as my main and dominant color just like in the Bank Jago app. Combines the uplifting nature of orange with the trusty qualities of purple. It is a color that represents open communication and the realization of hope.
- Prototype
5- Testing
Before we launch our product, we need to test our mockup with related users. In this step there is also a user research method where I interviewed two of our friends to become users of this last wish feature.
And here is one of our respondents, some of the compliments and suggestions we got, then we summarize like this.
RESULT
From the result of in depth interview, I’m using usability metric SEQ (Single ease quation) from scale 1 to 7. Based on the interview, He decided to give scale 6.4 out of 7. Overall he didn’t face any challenging steps from the usability testing and they liked the user interface design because it’s simple and give enough information value. Although, he is also mentioning to add one more page for signatures to make it easier to cross out and a new page for the history of will and transaction information to make it more valid.
SUMMARY
From the result we conclude that all of the objective is solved based on usability testing and in-depth interview.
