Last Wish — UX Case Study
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. We do not work or are bound by a professional contract by Bank Jago
Timeline: 5 weeks
Guided by Mentor: Korniawan Prabowo
BACKGROUND
Hello, my name is Nicholas Yen, and I’m a student pursuing a career as a UI/UX designer at Kominfo’s Digital Talent Scholarship Professional Academy. We were given the opportunity to design a life insurance application that would eventually become a Bank Jago financial product. Bank Jago is a digital banking service that focuses on consumers’ everyday lives. Bank Jago is one of Indonesia’s most popular digital banks, especially among millennials, thanks to its simple and comprehensive features. In addition to the internet services offered, Bank Jago intends to launch a life insurance service, which is still considered taboo. As a result, my team and I designed “Last Wish,” a built-in application on Bank Jago.
OBJECTIVE
- Design a life insurance app that easy to use for beginners
- Make life insurance more fun
MY ROLE IN TEAM
My team and I have the same role as a UI/UX Designer on this project, which involves making observations, establishing problems, deciding solutions, and developing concepts that will be executed in the form of applications. In addition, we perform User Research to see if there is anything that can be improved or added to our product.
DESIGN PROCESS
EMPATHIZE
In the first stage, what we do is learn comprehensively about what life insurance is. We also did a secondary Research.
DEFINE
1 — Pain Points
The next step is to identify the sources of pain or issues with life insurance.
We conclude from these issues that there are several variables that make life insurance less appealing, including the availability of too many options that are not balanced by precise information provided by insurance brokers. People who wish to acquire life insurance must study all of the information contained in the policy in order to fully understand the insurance product they are purchasing.
2 — How Might We
After we identify the problem, we continue to do the right way to solve the problem by determining How-Might We. And after some brainstorming, we finally decided to solve the problem by voting which idea best suit the situation.
IDEATE
1 — Solution Idea
The challenges that were found during the define step are then divided into numerous groups based on their common interest. We determine the solution concept from these groups, then vote on the most appropriate solution to the problem.
2 — Affinity Diagram
The ideas gained from these data are expressed using an affinity diagram after some brainstorming. By sorting and clustering language-based information into associations, we can use an affinity diagram technique to reveal embedded patterns of thought.
3 — Prioritization Idea
The group of ideas that we have determined is then sorted according to priority taking into usability and ease of implementation.
4 — Crazy 8's
We sketch of eight different UI pages on an A4 paper within 8 minutes and inserted in to our FIgJam, as this sketch will give us idea how we will design the UI.
PROTOTYPING
1 — User Flow
User flow is used to describe the overall flow of users in using the product. The following is the user flow of the activities from registration, login, make a wish, payment, edit wish, claim and some extra features.
2 — UI Design
After the ideate part, I created a prototype for the Usability Testing needs. This prototype contains 88 pages.
TESTING
In this phase, we will analyze the prototype to see if the concept works for real users. Google Meet will be used to test usability, with participants sharing screens while interacting with the prototype.
Task Given
- Ask users to register “Last Wish” account in the application and do a “Login” process. (stop on the Home page)
- Ask users to interact with “Tambah Wasiat” feature until payment process finished.
- Ask users to interact with “Edit Wasiat” feature until the process is completed.
- Ask users to interact with “Kesehatan” feature until the process is completed.
- Ask users to interact with “Artikel” feature.
- Ask users to interact with “Poin” feature and complete a task in the feature.
- Ask users to interact with “Voucher” feature and claim / use a voucher.
Feedback
From the feedback we got, we summarized that we need to do a review on some components of the design. The main concern is the Visibility and Affordance aspect.
CONCLUSION
Positive feedback is received as a result of the Usability Testing, which helps to validate our design principles. Of course, there’s still a lot more work to be done. We received a lot of criticism about user interface difficulties, which we hope to address in future updates. Please feel free to send us your feedback or suggestions.
WHAT I’D DO DIFFERENTLY NEXT TIME
This is my first real UX project. I’m grateful that i’ve been through an entire UX process. Few things i’ve learned:
1. Try to make some mistakes or be wrong.
2. Ask more feedback from people that already have experience in UX.
3. Try to spend not too long time on deciding which feature that will be implemented.
4. Communicate better with other team members.