Jago Last Wish — UX Case Study
Everything that lives will surely die, Jago last wish is here to meet human needs in the face of death which no one knows when it will come
Disclaimer
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. Jago Bank is the Challenge Partner. I am not working for nor contracted professionally by Jago Bank
Prologue
Jago is a digital banking application that has been running in Indonesia with the vision of “Enhancing the growth of millions through life-focused digital financial solutions!”. some of the features that already exist today are: account registration, login, pocket champion, payment plan, pay & send, contact, spend analysis, request money.
The Design Team
In designing the last wish feature, I am working with 2 colleagues Alviani Surbakti and wulan istifarrosa. I am in charge of the Wills Feature, Alviani on the Wish Assets feature, Wulan on the Insurance Feature. when designing, we are guided by our mentor who is a senior ux designer Ecky Alimansyah.
Background
Everything that lives will surely die, everyone agrees on that. The question is, has everyone prepared for his death before the time comes? please keep the answer to yourself.
The table above shows us that every year there must be inflation, only the percentage changes..
Inflation can be interpreted as an increase in the price of goods and services in general and continuously within a certain period of time
or in other words inflation can be said as a decrease in the value of money. that is why many rich people do not keep their wealth in the form of money, but assets whose value is steadily increasing.
But many of us object when buying assets due to the relatively high price. The alternative that is often taken is installments. but it does not reduce expenses, in fact increase.
At a certain point when you already have assets, the direction of life has started to change. It’s not just wealth that we focus on in life. it’s about how we leave our loved ones, our responsibilities to others.
Therefore, we designed the Jago Last Wish feature to meet human needs which consists of several sub-features, namely Wish Assets, Wills, and Insurance. One of the main things we want to give is to focus on celebrating our lives instead of thinking about death, but at the same time preparing ourselves for death without worrying.
Without waiting any longer, lets get into the ux design process.
Emphatize Stage
Research Objective
- Find out the user’s needs related to the last wish in his life.
- Figure out the data that supports the last wish design
- Find out the current procedure related to last wish
- Measuring the usefulness of the Jago Last Wish Feature in meeting the needs of its users
- Measuring the level of user satisfaction in using the Jago Last Wish Feature
- Measuring the level of user convenience in the Bank Jago application with the Last Wish feature using SEQ
- Measuring the Usability value of the Jago Last Wish Feature using the System Usability Scale (SUS)
- Looking for feedback from users after using the Bank Jago application Last wish feature
Respondent Criteria
- Gender is not specific
- 25–35 years old
- Domiciled in an urban area
- Profession as an employee in any agency
- SES A & B economy class (expense rate per month)
- Already have insurance from the office
- Educated and technology friendly
- Usually searching using google
- Usually use the application for daily needs (buying food, transportation, shopping, etc.)
- Usually and want to get cashback and also discounts
- Subscribe to apps like spotify, netflix, disney+, etc.
- Work from home
- Worried about Covid and have been vaccinated up to the second dose
Define Stage
Pain Points
In Define stage, we define a problem that is related to the last wish in his life:
- The user is not at peace with the safety of his property when he leaves the world
- The procedure for making a will is quite complicated because it must be witnessed by several witnesses and a notary
- Users don’t like planning a will because it has a negative effect by talking about death
- Users do not have the motivation to achieve their financial plans, especially for lastwish
- The will was not made because death came first
- Doubtful perception of insurance
- Confusion in determining the type of insurance to choose
- Worried about whether the last wish funds will be distributed as desired
- Difficulty setting aside money for his Last Wish
- Many will documents require authenticity with original signatures
- Desire to renew wills easily and quickly
- Insurance funds that are disbursed long to months after death
How-Might-We
The problem above is our provision in designing Jago Last Wish. We found a lot of questions that need to be answered in this design. in order to focus the direction towards the design of the solution to be designed. we determine one big question that is
Ideate Stage
Solution Idea
From the how-might-we questions above, we explore ideas and record them for further study:
- Registration of will with the percentage of assets in the user’s account at Bank Jago
- The beneficiary can be integrated based on the contact of the Jago Bank application
- Gamification of Wish Assets targets:
-Digital piggy bank
-Progress percentage
-Rewards at a certain progress point - Wills can be edited and deleted
- Claim a will from within the Jago app
- A will claim can be in the form of a certificate and money from the sale of assets
- Life insurance registration to minimize the risk of death
- Video-call verification to validate owned assets
- Reminder notification of saving insurance funds and wish asset funds
- Mission feature to improve user’s healthy lifestyle
- Customer support for Last Wish Feature
- Last wish source funds preference based on the jago pockets the user wants
- Register assets to find out the total assets owned
Affinity Diagram
The ideas will be categorized using affinity diagram as follows:
- Administration
- Gamification
- Preferences
- Security
- Support
The categories are prioritized based on the user value obtained and the effort that comes out, divided into four parts:
- Do Now: Administration, and Preference
- Do Next: Security
- Do Last: Gamification
- Do Later: Support
Crazy 8's
The last work we did in the ideate phase was crazy 8’s. rough sketch that we propose to fellow team members in the form of pages to be designed.
The sketch above is my suggestion to the team members which does not cover the whole idea. The 8 pages created are the homepage, wish assets registration, recipients of registration wills, wills messages registration, active wills, rewards after completing the mission, will claims, and video-call verification.
Prototype Stage
User Flow
The first thing to do in this prototype stage is to create a task flow that describes the task flow that the user needs to go through to achieve his goal, we divide the task flow into 5 parts, namely:
Wireframe (low-fidelity)
This wireframe is used as the basis for designing the jago last wish feature User Interface. The following pictures are some parts of the wireframe that we made, namely make a wish page, wish active, and wills active.
However, there have been some changes in the mockup design in order to achieve the best experience from Jago Last Wish Feature.
Mokcup UI (high-fidelity)
Last Wish Page
This page is the main page of the Jago Last Wish Feature, on this page you can see sections that can navigate users into the available sub-features, namely asset wills, message wills, wish assets, life insurance, and will claims.
Wish Assets
In the wish assets registration process, we offer asset categories in the form of houses, land, vehicles, gold, stocks, crypto. each category defines an icon on the target page. You can fill the target fund of the asset price to be achieved, the target time to achieve it, and the period of saving.
After the wish asset has been successfully created, you will see the wish asset active page which contains a piggy bank, progress in percentage and the number of payment periods that have been made. there are 3 buttons, namely edit, add money, and move money. happy saving!
Asset Will
Hooray, you have succeeded in owning the asset of your dreams. now you can bequeath your assets to your loved ones with this assets will feature. You only need to fill in the asset data you have, such as categories, asset details, and certificates. after that your assets will be validated via video-call verification.
Then you just need to determine who the beneficiary will be. is that your wife? your son? your friend? all of your relationships can be the beneficiary of your will. You can choose more than one beneficiary, and divide the percentage of the will according to your wishes. boom! Your will has been successfully made. now you can sleep in peace.
Messages Will
Not all messages can be delivered directly especially to our loved ones. This will message is here to deal with that. You only need to fill in the subject and content of the message will, specify the beneficiary (same as in asset will), and you can add a video message if you want, in fact video messages can be a more intimate experience. again, boom! The will message was successfully created and will be delivered to the beneficiary after you leave the world.
Life Insurance
In this life everything has a risk, in career life we may get fired, lose our job. what will happen to our family? Of course we don’t want that to happen. Jago life insurance is here to cover your risk. You just need to choose the type of insurance you want, starting from 14$ / month. You can immediately select the people to be covered. after that you don’t have to bother paying every month, because there is an auto-payment feature that makes it easier for you to manage your finances. now your loved ones are safe!
Claim Wills
Welcome to for-you-wills, you get a will from father and uncle, father’s will has been unlocked, father gave a plot of land worth 300 million rupiah, you get 50%. now you can claim certificates and or sell assets through Jago. if you choose to sell assets, the funds will be sent to your pocket. yes, it’s that easy.
Prototype
To better understand the user experience of Jago Last WIsh, Please try the prototype below in the fullscreen mode.
Testing Stage
This testing stage is used to validate the ideas that we have designed for potential users with the criteria described at the beginning of this article. the method used is usability testing with SUS (System Usability Scale) and SEQ (Single Ease Question).
List of questions
- During your life, have you ever thought about how you left your loved ones? Why do you think about that?
- What do you worry the most about when you leave your loved one? Why?
- What do you know about wills/grants? What do you think about wills/grants?
- With your knowledge of wills/grants. Will you make a will / grant in the future? If so, why? If not, why?
- In your opinion, are there any shortcomings in the process of making wills/grants that are currently being carried out by the community?
- What do you imagine if the making of wills/grants can be done through a mobile application anywhere and anytime? What kind of will/grant would you like to make?
- What do you know about life insurance? What do you think about life insurance?
- With your knowledge about insurance. Will you make life insurance in the future? If so, why? If not, why? Then what benefits do you want to get from signing up for life insurance?
- In your opinion, are there any shortcomings in the process of making life insurance carried out by the community today?
- What do you imagine if the making of life insurance can be done through a mobile application anywhere and anytime?
- Was there an impact from the pandemic that prompted you to buy life insurance? If so, please explain!
- If you already have office insurance, do you feel the need to have additional insurance? Why?
- Have you ever had a target to buy assets that are useful in your old age? What’s that? Why?
- How do you manage your finances to achieve these targets?
- What motivates you to achieve these targets? Why?
- Are there any obstacles for you while trying to achieve your goals? What’s that? how?
- What do you imagine If there was an application that could help you achieve your target of buying new assets, how would you feel?
- What do you imagine if the making of wills/grants, life insurance, target buying assets are in one application only?
List of System Usability Scale (SUS)
- Q1. I feel satisfied when I use the last wish bank feature
- Q2. I feel that the last wish bank feature is complicated to use
- Q3. I feel that the last wish bank feature is comfortable to use
- Q4. I need help from other people to use the last wish bank feature
- Q5. I feel the last wish bank feature works well
- Q6. I feel that there are many things that are inconsistent in the design of the last wish bank feature
- Q7. I feel that other people will quickly understand the use of the last wish bank feature
- Q8. I feel the last wish bank feature is good at confusing
- Q9. I feel that there are no obstacles in using the last wish bank feature
- Q10. It took me longer to adapt to using the last wish bank feature
Persona
Yosi Simanjuntak
25 Years old
government employees
Educated and technology friendly
Already have insurance
Single Ease Question Result
X1: Wish Assets X2: Asset Will X3: Insurance X4: Message Will X5: Will Claim
Based on the results of SEQ testing with our respondent Yosi, from 1 to 10 Jago Last Wish got a usability score of 9.1, ease of use score of 8.7, and user satisfaction of 8.6. This means that users are satisfied with the jago last wish feature, and this feature is useful and easy to use.
System Usability Scale Result
To assess usability in depth, the author applies the System Usability Scale in this Case Study. The results of the Q1-Q10 questions on the SUS questionnaire will be processed using the SUS Raw Score and SUS Final Score formulas. Here is the result:
Based on the table above, the average score for the final result is 75. It can be concluded that the Jago Last Wish feature is categorized into grade B, which means the design is fairly good.
Conclusion
- Users states that the ideas of Jago Last Wish are useful for her life, as evidenced by an average score of 9.1 out of 10. Especially for Wish Assets Feature which allows users to achieve their dream assets by saving per period happily.
- The Jago Last Wish Feature is easy to use, the flow is very simple without missing the needs, so it is easy for users to understand the Feature as a whole including Jago Insurance and Wills which is pretty complex on conventional, the components used are also easy to identify according to the score given by the user, which is 8.7 out of 10.
- The Jago Last Wish Feature user experience increases along with user satisfaction, users feel the impact of these all-in-one ideas on their self-motivation to achieve their financial life goals according to the given score of 8.6 out of 10. also focus on celebrating our lives instead of thinking about death, but at the same time preparing ourselves for death without worrying.
- There is always room to improve The Jago Last Wish user experience in the future such as the legality of the will that is managed in the mobile apps,adding assets price references, adding Jago Live Chat features for users who want to ask questions before registering.
