UX Case Study — Designing the Insurance Feature of Jago Bank
Hello everyone! I am going to share my design process of designing the insurance feature of Jago Bank.
This project is part of the UI/UX Training Program held by the Ministry of Communication and Information with Skilvul and Jago Bank as Challenge Partners. I am not employed or bound by a professional contract by Jago Bank.
Overview
Jago is a digital financial service that has a focus on the daily lives of users, although Jago’s main business is financial products, it understands that life problems in a person’s daily life are of many types.
Therefore it wants to create and introduce a feature related to life insurance, in contrast to life insurance in general, rather than focusing on the negative aspects of what if you look at it in a positive and fun way where life insurance is used to guarantee an exciting and fun life rather than worrying about death.
My Role and team
I primarily worked on the transaction flow of Jago Best Plan, so my work is made from the landing page, custom page of plan, transaction, and payment page. Teaming with Kakung Jati Pramono and Muhammad Nurul Huda who are working on the claim and making testament flow. And on this project, we are mentored by Anastania Melinda.
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
Stage 1 — Emphatize
At this stage, we do not conduct direct user research such as user interviews but use briefs and user personas provided by Jago for analysis and focus group discussions.
User Persona
The following are user criteria provided by Jago
Stage 2 — Define
After collecting and analyzing all the information obtained from the empathize stage, the next step is to determine the user’s problem which will determine the solution to the problem. This define stage consists of brainstorming pain points of user and making how might we from it.
Pain Points
The following are the results of brainstorming pain points of users.
How-Might We
Based on the results of the pain points that have been discussed, we determine several points to answer the user problem as shown below.
Stage 3 — Ideate
At this stage, after getting the user’s problem and analyzing it, we try to determine the best possible solution and idea to solve the problem, the idea obtained from how-might we in the previous stage.
Solution Idea
From the problems stated before. We introduce Jago Best Plan, which has the following features :
- Digital life insurance where users are free to determine the purpose of the plan from their insurance, for family, social purposes, or a pleasant old age life, free according to their wants and needs of the user.
- Users are free to determine the money they will receive at the end of the insurance period.
- It also creates a will digitally whose contents are whatever they want to do and funding for its implementation can be guaranteed by insurance behind it, they can make a will, as usual, leave money for the family, or make a request as far as imagination brings.
Affinity Diagram
After getting the data that must be developed from how might we, the next step is to brainstorm as many ideas as possible according to user needs. After that, the ideas that have been collected are grouped according to their classification.
User Flow
At this stage, we create a user journey from start to finish in a single transaction process, starting from the planning process to claiming and making wills.
Crazy 8's
After getting about the idea and user flow, the next step is to make crazy 8’s, a rough sketch of 8 pages that will be developed in 8 minutes, but in the end, there are many changes made to this rough sketch.
Wireframing
After making a rough sketch, I continued to create a high fidelity wireframe, the goal was to determine the page structure and layout to facilitate the visual design process and add content.
Stage 4 — Prototype
Having settled solution idea, user flow, initial sketch, and wireframe. I’m ready to start designing. This stage consist of making a UI design system, interface design, and prototyping.
UI Design System
A design system is a complete set of standards intended to manage design at scale using reusable components and patterns.
UI Design
After going through several stages of research and ideation, here is the final result of the overall design concept on the transaction flow.
Prototype
After finishing the UI design process, I use Figma to make a prototype and add interactions. Click the link down below to try it.
Stage 5 — Testing
After designing the UI, we did testing to test the new feature using usability testing. The practice was carried out on a single person and online using google meet, and the user share his screen when using the prototype.
First of all, we ask about the user’s identity, name, occupation, and age. Then we ask some questions about life insurance to know the understanding and user experience about it.
Usability Testing
At the usability testing stage, a user is asked to perform 3 tasks and scenarios based on the flow created. Here are 3 tasks and scenarios that we made to test the usability of this feature
- Asking the user to do the Jago best plan transaction until it is successful, and stop on the successful transaction page
- Asking the user to create a will message
- Asking users to make a claim for one of the Jago Best Plan products
Based on the test result, the user needs more information about Jago Best Plan, user also considered that on making testament flow more clearly on the information.
Conclusion
From all the processes that have been carried out until the final process, we realize that the Jago Best Plan feature needs further development, especially in the user experience.
But considering this is our first project in UI/UX, to be able to finish it is pretty good, in the future, there needs to be an increase in skills so that we can produce better products.
