Bank Jago 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. I do not work or work under a professional contract by Bank Jago.
About Bank Jago
Jago is a financial application that works on a life-centric principle. With the Jago Application, managing finances becomes easier, collaborative and innovative, so you can focus more on living your life, with family and friends.
Jago was built by reliable innovators with experience in digital banking and microfinance lending. Jago was developed to become a digital finance pioneer in Indonesia, by presenting a life-centric finance solution. Our aspiration is to become a technology-based bank that is integrated in various digital ecosystems in Indonesia, to meet the needs of the retail market share, Small & Medium Enterprises, and the mass-market.
Previously known as PT Bank Artos Indonesia Tbk (Bank Artos), we entered a new era in 2019 with a change in our controlling shareholder. In 2020, we changed our name to PT Bank Jago Tbk. Later in the same year, Gojek, through its financial services and digital payment business Gopay, became a shareholder. In 2021, GIC Private Limited will commit to injecting funds to strengthen Jago in innovating to provide the best digital financial solutions.
With a total capital of IDR 8 trillion, Jago is now a bank with big and strong growth and innovation opportunities.
Challenge Overview
Bank Jago needs a build feature to support users’ lifestyles and also help them achieve their life goals which are not limited to selling financial products.
A feature where users can create a will digitally, the contents of which can be whatever the user wants, and the funding for its implementation can be guaranteed by the insurance product behind it.
Bank Jago requires a solution or service in the form of a design prototype for a mobile application in order to help users make plans that anticipate unexpected events in the future that can affect the livelihoods and/or welfare of their families. It is also possible for Bank Jago users to use this feature for social purposes, contributing to their environment and community even after death.
Respondent Criteria
Research Objective
- Finding out user needs when calculating monthly payments
- Knowing a healthy lifestyle for users
- Find out the level of user security when making transactions
- Knowing the user’s needs when creating a will
- Find out the user’s usability level when using the Robo-Plan feature
- Finding out user ratings from the design side
Role in Team
As a UIX Designer collaborating with 3 team members :
- Nabila Chandra Ayuningtyas
- Regina Helsa Kresnajaya
- Rizal Nasution
In this team, my responsibility is :
- Doing user research
- Brainstorming ideas together with team
- Creating User flow and Wireframes
- Creating Design System
- Creating UI designs
- Prototyping Mockups
- Perform usability testing
Tools
- Figma
We use Figma for creating wireframe, design system, hi-fi design, prototype and also we use FigJam for collaboration with the team while brainstorming, creating user flow, and disccusion. - Discord
Our team use Discord as a medium to optimize communication, especially in the project work process. - Zoom Meeting
We use zoom meetings for documentation and maximizing the usability testing process with respondents
Design Process
In this case study, we choose Design Thinking as UX Design Process because it is a method used for creative, practical, and flexible problem solving with the main focus on the user, by reorganizing the problem from a human point of view, creating many ideas in brainstorming sessions, and implementing the direct approach in making initial designs and conducting trials.
Phase 1 — Empathize
Empathize Assist our team in finding out the views & needs of their target users with research before defining problem statements and doing ideation. So that we do the empathy stage at the beginning of the process with a challenge brief from Bank Jago, The following is a summary of the contents of the brief we received:
At this time there are many life insurance products offered complete with details and prices. However, this is not the type of product that Bank Jago wants. The features in Bank Jago are made to support users’ lifestyles and also help them achieve their life goals, not just selling financial products. Do you wake up in the morning thinking about opening a deposit or buying insurance? Of course not right?
Imagine if you could make a will digitally, the contents of which could be whatever you wanted and the funding for its implementation could be guaranteed by the insurance product behind it. You can make a will, as usual, leaving money for the family, or you can also request that your ashes be sent into space! You can make wishes as far as your imagination!
Secondary Research is a research method carried out by collecting and analyzing data from the information you find, such as analytical data from articles, searching for data based on user reviews, conducting competitor analysis, looking for journal references, and others.
Through this process, our team found valid review data on the google play store about the bank champion application that can support the next process. As a result, various responses were found from users, such as the following.
Phase 2— Define
After getting and collecting problems in the Empathize phase, we analyze, position ourselves as users, and determine pain points to determine the core problems that are likely to be experienced by users to be identified which help solve user problems. We also discuss How-Might We which will make it easier for users.
Pain Points
How-Might We
Phase 3— Ideate
At this ideate phase we conducted another discussion of the selected How-Might We to find ideas and solutions to overcome existing problems.
We re-evaluated these ideas by categorizing each idea in the form of an affinity diagram, and then prioritizing it into several groups according to the user value and effort matrix.
Solution Idea
Based on the solutions that we have created, we group these solutions then with an Affinity Diagram.
Affinity Diagram
Of the many solutions that we tried to come up with, then we grouped them in a diagram according to a priority scale. This division is based on two values of user value and effort.
Prioritization Idea
The next process we made Crazy 8’s, where each team member created a prioritized solution idea into 8 wireframes by drawing a rough sketch of the screen display on paper folded into 8 parts for 8 minutes. With the results of the image.
Crazy 8's
Phase 4— Prototyping
In the Prototyping phase, We create user flows, wireframes, UI Style Guides, and UI design mockups to create interactive animations in a prototype design solution idea that has been agreed upon by the team.
User Flow
Wireframes
Wireframe is a layout in the form of a rough sketch of the UI to be made. Before prototyping the hi-fi, we decided to wireframe it so we have an idea of the UI Design. Here are some wireframes that we have created.
UI Styleguide
Before making a UI mockup, we created a UI Styleguide as a guide that will be used during the design process going forward in a consistent manner. Our UI Styleguide includes logo creation, color styles, typography, button styles, shadow style, input fields, header styles, text area, dropdowns, tabs, status bars, navigation bars, animation, iconography and molecules.
Prototype
Here are the results of the prototype based on the UI Design that we have designed.
Phase 5— Testing
To get data regarding user needs, feedback based on the results of UI designs that we have created, and user experience when trying and simulating the product. We conducted direct trials with respondents according to user profiles using the In-Depth Interview and Usability Testing method by asking respondents to perform several tasks that must be completed which refers to the Stimulus User Research and recorded in the User Research Data Record.
After getting the respondents we wanted, we then conducted an online user research interview through Zoom Meeting with a respondent by asking a few questions, providing a prototype to be tested directly by the user, asking the user to perform several tasks, asking the user to rate it, and asking for feedback.
Single Ease Question (SEQ)
SEQ (Single Ease Question) is a post task questionnaire that is used to assess the level of ease of a product feature based on user experience by using only one question.
After users complete a task, I ask User the level of usability, convenience, and satisfaction each time they read latest news and watch video stories on a Likert scale from 1 to 7.
Result
The following are the results of user testing using the SEQ rating scale and obtained a score of 6/7 which means every task performed is “easy” to do. In addition, usability testing is also useful for getting more in-depth feedback from users.
Conclusion
From the test results it can be concluded that the user can complete all tasks. According to respondents, there are several things that can be improved in the future, including:
- Add fingerprint scan feature to increase security
- Add sign out feature
- Improve the appearance of illustrations or additional color elements so that they are not monotonous, add transaction status features, and transaction history
- Need to add a navigation menu to make it easier to change pages
- Further explanation about the advantages of the Robo plan feature
Finally, we come to the end of my first case study discussion about Bank Jago Last Wish — UX Case Study.
I feel very happy and proud because I had the opportunity to work with Bank Jago as a challenge partner in the UI/UX training program organized by the Ministry of Communication and Information with Skillvul. This was also the first time I read about wills or insurance products so I got a lot of new insights and views. I got new knowledge about how this service works and many other things.
Thank you for reading to the end. Hope you like it. Suggestions and input will mean a lot to me.
See you in the next case study! 🌟
