UI/UX Case Study : Jago Last Wish (Life Insurance App)
Hey, my name is Karin and I am a UX Writer. This case study is a final project of UI/UX Design class I attended from Digitalent Scholarship x Skilvul. The challenge partner is Bank Jago. I am excited to share the end-to-end design process with everyone, happy reading everyone!
Disclaimer:
This project is a part of UI/UX Training program that is held by Ministry of Communication and Information Technology with Skilvul and Bank Jago as challenge partner. I am not working or professionally in contract with Bank Jago.
Overview
As a Millennial and/or Gen Z, have you ever got interested with life insurance? Let me answer, probably not. Some of us associate life insurance with real life responsibility and even put that aside to let our parents handle. What if life insurance brought to you with ease and approach it as a plan for a better life rather than worrying about death?
Bank Jago is a well known financial digital product which focuses on bringing the solution to user’s every day problem. The UX Challenge from Bank Jago this time is to create Jago Last Wish that is related with life insurance product. We are tasked to design life insurance that is more approachable as an optimistic plan for us, our family, and our future.
My Role and Responsibility
As UI/UX Designer who collaborated with them Muhammad Jauhari Jawara Perkasa and Realino Marpaung. My responsibilities include:
- Define: List pain point and how-might we
- Ideate: Solution idea, prioritization idea, Crazy 8’s, wireframe
- UI Style guide, Interface Design
- Testing and User Interview
Timeline: Approx. 2 Weeks
Tools: Figma, Google Spreadsheets
Design Process
The design process carried out in this project is the Design Thinking methodology. Empathize, Define, Ideate, Prototype, Testing.
Empathize
The first stage is to gain empathic understanding of user’s problem. We put ourselves as the users who want to use life insurance, and also we consider the brief of the UX Challenge, problem statement and etc. At the end of the testing stage, we do a user interview along with Usability Testing
Our background and experience using financial app: I used to be Jenius user, meanwhile kak Realino is a bank Jago user, and mas Ari is very much interested with financial literacy and use several financial digital product.
Define
The second stage is Define stage where we do: 1. listing out the problems the user has faced from empathize, and 2. create How-Might We as an opportunity. We conducted a brainstorming session to find out user’s pain point and How-Might We using template provided by the mentor. We utilize FigJam to list out our ideas using sticky notes, then we also discussed what is the best solution to user’s pain points.
We then vote for How-Might We and we got two highest votes, those are: make it fun, easy, and less stressful, and delivering a more beneficial life insurance for users. Thus, we proceed to the next stage.
Ideate
During this stage, we are taught to do Solution Idea, Affinity Diagram, Prioritization Idea, User Flow, and Wireframe. We came up with a lot of solutions, therefore we grouped them based on category.
During prioritization idea, we chose to prioritize insurance plan and user friendly, thus we came up with Robo Plan and Pocket integration with Bank Jago for the solutions. Robo plan is well-known feature to assist user managing their financial with their personal preference. Meanwhile, pocket integration with Bank Jago has existed already in the app.
User Flow
We started to work on user flow using FigJam. Below is our Robo Plan user flow.
Wireframe
Wireframing stage came out harder that I personally expected. It’s been awhile since I design using Figma. After a lot of reassurance, revisiting old design I have done, and of course some research, I finally able to made 2 lo-fi wireframes. Unfortunately, I struggled with copywriting due to my lack of experience and research with life insurance. The wireframe consists of: recommendation, detail plan, insurance plan, Robo plan form, biodata form, Jago Last Wish option, choosing name and icon option.
Prototype
The fourth stage is where we start to realize our solutions with design.
UI Style guide
We have a lot of fun when creating UI Style guide. Making assets, components, and many more while listening to kak Tania (our mentor) explaining to us on Zoom. I got a lot of help from our lead too, mas Ari who has more experience than me.
Interface Design
Although having a little experience myself, we were able to create UI Design from lo-fi wireframe we’ve created before. To align with Bank Jago design, we also compiled the app design resource on Figma as well.
Prototyping
Testing
During this stage, we used in-depth interview and Usability Testing method. We made a stimulus user research on Google Spreadsheet beforehand in order to empathize with user. The stimulus helped us a lot to understand user and her concern about life insurance.
Testing is carried out remotely using Zoom, we prepared several interview questions and gave user a link to our prototype for her to test out. I was assigned to be the moderator, while my group mates were in charge of giving user question during interview and testing process.
However, at the beginning of the prototype test we forgot to give user the scenario. Therefore, she rushed into choosing the plan immediately instead of focusing on our main feature to be tested which is Robo Plan.
User Persona
Testing Result
User doesn’t have life insurance yet, although she planned to have one some day when things are stable. Important note we underlined from the result she has financial knowledge and she wishes to find more information regarding the plan in order to trust the product more.
Conclusion
Leason learned: The respondent gave the score 7 out of 7, which means she is satisfied and feel helped with our design. Although, we need more practice and rehearsal before the testing process. The task and scenario needs to be mentioned beforehand to user in order for her to understand what she should do, instead of leading the testing process and thus making her forget she is the user.
Recommendation: This design is still MVP 1, and needs to be proceed to MVP 2. Improvement needs to be done and we can add more information regarding life insurance in the copywriting.
