UX Case Study: Last wish on Bank Jago

Disclaimer: This project is a group project given from taking part to UI/UX Training Program with the Ministry of Communication and Information Technology with Skilvul and Bank Jago as Challenge Partners, and I'm not working under a professional contract by Bank Jago.

Hi! My name is Rizal I’m currently studying UI/UX at Skilvul. Along with my team Seven Simanjuntak and Ritauli Renyati. In this challenge, we found something interesting about the new features “Last Wish”

Details from this Case Study :

My Role: Research, Problem Solving, User Flow, Wireframes, Style Guide, Prototype, Interaction Design, User Testing.

Product Vision: Create a Feature that offers customers to join Bank Jago Life Insurance service.

Tools: Figma, Figjam

Timeline: Agustus 2022 — September 2022

Overview

Bank Jago is one of the digital banks in Indonesia. One of their feature called “Kantong” provides users to separate the money for bills, subscriptions and saving like a pocket. Jago also can remind the users of monthly expenses. In the current situation, nothing is stable. The pandemic hits us very badly. We cannot ensure the future, for life and our family. Life insurance is one option for us to prevent uncertain situations.

For this reason, Bank Jago needs a solution to help customers make plans to anticipate unexpected situations in the future that can affect the livelihood and/or welfare of their families.

DESIGN PROCESS

In terms of designing a product that is in accordance with the product vision that has been given, there are several stages that need to be done. In this case study, the steps taken follow the basic stages in the design thinking process

1. Emphatize :

A good app understands what users and business need. To be able to provide the right and good solution, we built an understanding of the problems by conducting a number of studies and conducting user interviews to find out the habits, needs, and difficulties experienced by customers to provide the right and good solution.

User Interview & Research

We started by doing research about life insurance and its process in some insurance companies. After that, we conduct user interviews for further validation. The interview questions centered on collecting as much data as possible regarding user's level of understanding and the process of life insurance.

2. Define :

After analyzing all the information obtained from empathizing stage, we summarize which problems to solve in this design solution of the product with the help of How Might We

Based on this stage, we found that users need a new experience to have insurance and create new habits.

3. Ideate

After analyzing the problems and opportunities, in this ideate stage, we formulate the best possible solution to solve the problems that have been collected in the Define stage.

Solution

Based on the solution idea. We sort all solution based on similarity, after that we choose some group of solutions to be our priority concern to this feature.

User Flow

This user flow makes to describe how users interact with the app.

Sketch

Sketch with crazy-8. Create eight frames with the layout based on our ideation process.

Wireframes

Wireframe based on the sketch.

4. Prototype

High Fidelity

After the ideation process. I create some UI Designs based on the wireframe and user flow. I changed some layouts in this process because we need to add or remove some components to make the UI looks good and useful.

Prototype

5 — Testing

Test Scenario

1. Introduction
2. Q&A session
3. User test based on task:
   [Task 1] Login into Bank Jago
   [Task 2] Making a Last Wish until payment succeeds
   [Task 3] Explore Last Wish, Details, and Payment.
   [Task 4] Claim Last Wish
4. Final Q&A session
5. Single Ease Question

Test Result

The result of conducting usability testing is:

1. Users confuse with the name Last Wish
2. Users confuse to claim Last Wish because the claim menu is in the Last Wish icon.
3. Users don’t see the Robot Jago option

Recommendation

1. Highlight button Last Wish with “New Feature” Tag
2. Create highlight banner to claim Last Wish
3. Redesign the Robot Jago Icon