UX Case Study — Jago Last Wish the Life-centric Digital Insurance

Hi everyone! I’m Martina

Long story short, I took a challenge to design UI/UX of Jago Bank apps’ new feature, as known as Jago Last Wish. It’s a feature related to life insurance products. Here is the process of UX Jago Last Wish :

Background

Nowadays, there are many choices for life insurance products, complete with details and prices. But Jago Bank is different. It’s a fintech app that works with life-centric principles. Jago Bank requires a solution with life-centric finances of a mobile application design prototype to help users make plans that anticipate unexpected future events that can affect their families’ livelihoods or welfare.

Photo by Natalya Zaritskaya on Unsplash

The Challenge

So, how might we create life-centric digital insurance for millennials?

Scope

Overall progress ➔ 1.5 Months.

Tools

Ideate — Prototype ➔ Figma
User Testing ➔ Google Sheet, Zoom

My Role on Team

As a UI/UX Designer, I’m collaborating with 2 team members Annisa Wienni & Mochamad Kevin. In this team, my responsibilities are:

✍️ Identify pain points
✍️ Create solution ideas
✍️ Create a task flow
✍️ Create wireframes
✍️ Create a design system
✍️ Create UI Designs
✍️ Create Prototyping
✍️ User Testing

Our Design Process

In this case, we choose the Design Thinking method as our design process approach because it’s more compatible with user-centric design. This popular method was developed by Stanford University d. School. by carrying out 5 stages: empathize, define, ideate, prototyping, and testing. Here is the process of our team :

1 — Empathize

In our first week, we carried out this stage independently to understand user problems and empathize with user needs and behavior, especially in life insurance products.

“To create meaningful innovations, you need to know your users and care about their lives.” — Institute of Design at Stanford

2 — Define

The Define stage is all about bringing clarity & focus to the design space. We do much brainstorm about the pain points and how might we.

Pain Point

The Pain Points we assume are as follows:

😭 Pain Point — 1

On average, the insurance products offered are less attractive, so only a few people are interested.

😭 Pain Point — 2

Not many people are aware of the importance of life insurance.

😭 Pain Point — 3

We assume that insurance products as a form of fraud insurance & investment. The Define stage is all about bringing clarity & focus to the design space. We do much brainstorm about the pain points and how we might

How might we

🧐 How might we

Help users to create insurance according to their generation (millennial insurance)

Tips:
To get a better answer, don’t be afraid to ask “Why?” over and over again until you are clear with the answer and find the root of the problem.

3 — Ideate

This stage is a process to convert a problem into a solution that will be present in the Jago bank application. It consists of a solution idea, affinity diagram, prioritization idea, crazy 8’s, & task flow.

Solution Idea

• User friendly:

1. Helping users to make insurance according to their generation & user-friendly (millennial insurance)
2. Customize wills Letter can be intended for family or donations to social activities
3. Tag heir by account id bank jago for claimed Jago Last Wish
4. Auto debit from “kantong” payment

• Gamification :

1. Provide gamification features to users with rewards that reduce registration fees
2. On-time payment will be rewarded

• Education users :

1. Make banner ads on the bank’s homepage
2. Last Wish FAQ
3. Claim Guide

Solution Idea

Affinity Diagram

In this affinity diagram stage, we sort the previous ideas into several categories, such as landing page, registration, gamification, and disbursement of funds.

Affinity Diagram

Prioritization Idea

After that, the menus are divided into several priorities based on the scale: User value and effort.

Prioritization Idea

Crazy 8‘s

This is the most exciting stage. We sketched in 8 minutes according to the menu of the priority scale and affinity diagram that we made before — one minute for one screen.

Crazy 8's

Task Flow

Before doing the prototyping stage, we need to create a task flow to find out how the user runs the MVP prototype made by us later. There are 2 Task Flows:

Task flow

4 — Prototyping

At the prototyping stage we started to make a Wireframes, UI Kit/ Design system, High Fidelity, and Prototyping :

Wireframe (Low-Fidelity)

From the previously created Task flow, we divide the screen based on the flow. I got tasks to create wireframes of the Payment, Heir’s Dashboard & Jago Rewards (Gamification)

Wireframe

UI Kit (Design System)

After the wireframe process, we create a system design component to make it easier for us at the high fidelity stage. Build Design System is very helpful to help other UI designers work efficiently.

High Fidelity

The High Fidelity stage is a coloring process from the previous wireframe. Then it’s applied to the design system component. Here is a display of the UI screen that I made.

Showcase High Fidelity by Martina

Prototype

Here is a prototype that we made,

Prototype Jago Last Wish

5 — Testing

This stage is where we test the prototype with the usability testing method. The goal is to find out how the user interacts with the prototype that has been made and generate feedback to improve the performance of the features. Also, we create an online user testing targetting in millennial users, with the criteria :

• Already have insurance from the office
• Educated and technology-friendly
• Habitually using Google daily
• Usually use the application for daily needs (buying food, transportation, shopping, and others)

Testing insights

Testing Insights

Record Data User Research

Record Data User Research of Pewaris & Ahli Waris

Online User Testing

Online User Testing

Conclusion

The ‘Last Wish’ feature above is still in the MVP 1 (Minimum viable product) stage. The primary purpose of this MVP 1 is that the user can make a will letter, which could become a ‘jargon’ for anyone, such as their family members or the socials they have chosen. Iteration and improvement are still much needed to make it better and user-friendly.

Next Recommendation

Here are some of our recommendations for this prototype:

• Improvement for UI product page

• Add on double securities for money withdrawal and transfer process.
• Improving the gamification

This program took 1.5 months, and I gained much knowledge from every step of making UI Jago’s last wish. I need your feedback and comments so I can develop better in the future. Thank you for reading UX Case Study — Jago Last Wish, the Life-centric Digital Insurance article from the beginning until the end.

Hope it is useful!👋

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