UX Case Study — Designing New Features Jago Last Wish
This project is part of the UI/UX training program implemented by Skilvul, for Kampus Merdeka program held by Kementerian Pendidikan, Kebudayaan, Riset, dan Teknologi Republik Indonesia. Bank Jago is the Challenge Partner. I am not working for nor contracted professionally by Bank Jago.
In this project me with Muhammad Syafiq and Yudhayasa as UI/UX Designers.
My Roles : Define Problem, Problem Solving, UserFlow, Wireframe, Styleguide, Visual Design, User Testing.
Tools : Figma Design & Figjam.
Timeline : 31 October — 28 November 2021
Overview
Looking at all the life insurance products that exist in today’s society, life insurance only sells things that are handling something terrible that will happen to us in the future. Life insurance is usually the last wall to deal with unexpected risks in life. Insurance does not guarantee that these risks will disappear, but at least you can minimize the financial losses experienced due to these risks.
It would be best if you remembered that the function of insurance is not as a certainty that our money will come back and in more significant amounts. Insurance’s primary role is not to earn more money, like investing but focuses on protecting against risks that we cannot predict.
In other words, insurance is our way of expecting the unexpected and starting from the risk of accidents, the risk of falling ill, to the risk of losing the primary breadwinner in the family. All of these risks are covered by insurance.
Here, our focus will be to eliminate society’s negative stigma towards all life insurance, and we will make life insurance or emergency funds a fun thing and not have to worry about death.
Design Process
In the case above, my team created a design process using Design Thinking. Why use Design Thinking? Because it is very suitable and following what we are looking for and according to the design style we want to get. Design Thinking can also bring out crazy creativity and solutions from our thoughts on the Jago Last Wish feature.
1 — Empathize
We started by researching by finding out the difference between insurance and will, creating with insurance in Indonesia, which must comply with the law, and wills must require a notary to be trusted that it is a will from us.
Challenge Objective
Jago needs a solution or service in the form of a design prototype for a mobile application to help customers make plans that anticipate unexpected events in the future that can affect the livelihoods and welfare of their families. Our users can also use this feature for social purposes, contributing to their environment and community even after death.
To make it easier for you, some features are recommended in the prototype proposal:
- The steps for creating a will are easy, considering that users can enter various types of requests.
- An easy way to calculate the monthly payment required for the desired form of will.
- Management of commitments made and edit of wills.
- Gamification or creative ways related to a healthy lifestyle and fitness level can lower the cost of the monthly obligation.
2 — Define
Pain Points
We get any points that are user complaints, and we can define some Pain Points to get things that the user needs.
How Might We
After getting pain points, the next step is How-Might-We, which is how we can explore as many solutions as possible to a problem or challenge. For example, with How-Might-We, we can define what we will do in making the Jago Last Wish feature.
Based on How Might We above, the problem is to make life insurance that focuses on celebrating life rather than thinking about death or negative things.
3 — Ideate
Solution Idea
After the Define stage, the next stage is Ideate, making several alternative solutions to solve the problems we formulated earlier. Here is the Solution Idea that we have got.
Affinity Diagram
We have got the Solution Idea, and the next step is the Affinity Diagram. We create several categories that must achieve to facilitate the next stage at this stage. The following are the stages of the Affinity Diagram.
Prioritization Idea
In this Prioritization Idea, we group 4 categories we will create later in the User Interface. The categories are sorted by the most needed things and the things that are done at the end. We have grouped four categories that will compose the Jago Last Wish feature.
Crazy 8's
Crazy 8’s is one method for brainstorming designs. Collect as many ideas as possible and stimulate your brain to find other ideas. Here’s a Crazy 8’s we made.
Crazy 8’s is an initial picture of our initial thoughts in making wireframes. Of course, there are so many different things about us, but we’re going to combine some of our thoughts on this crazy 8’s to make an excellent and creative design.
Userflow
User flow of visualized steps that the user can follow through the application to complete more tasks. Here is the user flow of the Jago Last Wish feature that we have created. There are five user flows, namely.
User flow Register and Login
This user flows registration and login, we initiated to make a few changes that are now in the Jago application. We added a new login feature by adding a face sign feature.
Userflow Make a Wish
The make a wish user flow is our main user flow to introduce the Jago Last wish feature.
User flow Insurance Claim
The insurance claim user flows are the user flows for the make a wish fund claims we have made.
Userflow Online Consultation
Users who do not understand our Last Wish feature can ask questions through the live chat feature and via telephone.
Userflow Gamification
At user flow gamification, we want to challenge users to reduce the cost of living with the challenges we have provided.
Wireframe
The stage after compiling the user flow is to create a wireframe. The wireframe that we make is low fidelity which means it only looks black and white and can still be changed.
4 — Prototype
We made a prototype of the low-fidelity wireframe that we had created using the Figma application. There are logins and registers in this application, make a wish, insurance claims, online consultations, and gamification. Here are the results of the prototype that we have made.
5 — Testing
We did usability testing using google meet to see what respondents gave their opinion. Our respondents answered some of my questions and performed some of the tasks that I gave how many success rates were the Jago Last Wish feature by using the Single Ease Question (SEQ) and System Usability Scale (SUS) to get the matrix we needed for feedback on the Jago Last Wish feature.
User Profile
Gender:Not specific
Age:25–35 years old
Geographic:Urban area, SES A & B (expenditure rate per month)
Profession:Employee Below is our testing activity to one of the respondents
Testing Result
- According to respondents, our tree of life and dream tree features are a form of creativity to attract users to create Last Wish.
- By adding a face sign to do the challenge, you won’t concede data and make the user always smile in getting the reward.
- The method of leveling the dream tree is an exciting idea so that users continue to prepare funds in this feature.
Respondent Satisfaction Data
After many questions we asked the respondents, we finally got some data. The data is Single Ease Question (SEQ) data from the range that we value is 1–7, and the respondent gives perfect results with a score of 7, which means that the respondent is very satisfied with the Last Wish design we made. Then we also asked questions in the form of the System Usability Scale (SUS). From the questions we asked on the System Usability Scale, we got a 92.5 out of 100, which means it will be beneficial and easy for users to use our feature.
Conclusion
The conclusion from the UX Case Study that I made is that there are still things we want to improve, and we received some feedback from these respondents. So the respondent thinks that the last wish feature that we have made is very out of the box from what the respondent has expected but exceeds the respondent’s expectations. So in the future, we will accept this input and make the last wish feature of the application better than what the respondents gave their opinion.
Thank you for reading the UX Case Study that I have made. I hope you enjoy this UX Case Study, more or less sorry. Put them in the comments column if you want to submit suggestions or criticisms.
See you in my next UX Case Study.