Last Wish Bank Jago Insurance Features — UX Case Study
This project is a part of the UI/UX Training Program held by the Ministry of Communication and Information in collaboration with Skilvul (skilvul.com) and Bank Jago as Challenge Partners. By any means, I am not employed or bound by a professional contract with Bank Jago.
INTRODUCTION
This case study is the final project of the UI/UX Design Mastery Program at Skilvul — DTS PRO Kominfo. I will explain how my learning process was, from start to finish in working on this case study.
I chose the Bank Jago internship project from several existing programs, and there were 34 participants in this challenge. We were divided into groups of 3–4 people, and I got into the group 2. Here, I am instructed to create a registration flow for the features that Bank Jago wants.
Overview Challenge
Jago is a financial technology service that focuses on the daily life of users, with the largest ecosystem network in Indonesia. There are many problems in a person’s everyday life, and one of them is in the financial spectrum. Thus, financial technology products are used to solve the problems. Therefore, Jago wants its products to not just creating a digital account feature. Still, Jago also thinks about integration into services that can provide goods or services that users need. So that everything becomes easy and smooth, for everyday life, future dreams, and activities with friends and family.
In the challenge at Skilvul, Jago wants us to create a life insurance product, but it is made creatively and can be seen in a positive and fun way. This product can later be included in the Jago feature.
DESIGN PROCESS
Through this program, we are using design thinking for our research methodology.
“Design Thinking is an iterative process in which we seek to understand the user, challenge assumptions, and redefine problems in an attempt to identify alternative strategies and solutions that might not be instantly apparent with our initial level of understanding.”
Stage 1 — Emphatize
Observation
First, I made a summary as I explained in the overview; I took the points and started doing deep research on what features Jago wanted.
Based on the brief, I conclude that Jago wants to make life insurance where the later available premiums can be used for future death benefits or for social purposes. The product desired by the bank is also in the form of a Testament.
I started to find out about life insurance and the types of testaments, what the correlation is, and I gathered what I was looking for in Figjams like these:
Because the provisions of testaments in Indonesia are divided into two, namely civil law and Islamic law. Bank Jago itself is a conventional bank, so the type of testament that will be applied to this product is a testament based on civil law.
Civil law testaments also are divided into two, namely Erfsterling’s testament and Legaat’s testament. Erfsterling is usually reserved for legal heirs, while Legaat is reserved for outside legal heirs, such as stepchildren or anyone outside the blood relation of the heir. Of course, this also determines the amount of the inheritance, for Legaat itself only gets 1/3 the legacy of the heir. At the same time, the rest will be left to the legal heirs.
While the provisions regarding life insurance that apply in Indonesia are also adjusted to AAJI, the calculation of premiums usually depends on the income of the heir or his family’s expenses.
Stage 2 — Define
At this stage, I started discussing with my group team. I put all the results of the discussion into the Figjam template provided by Skilvul.
From the pain points we got, we realized that many people are not aware of life insurance benefits, often think that insurance is a fake investment, and have difficulty disbursing claims.
We can do for these pain points to create user-friendly life insurance features and make it easier for heirs to get claims.
Stage 3 — Ideate
Based on the solutions and affinity diagrams that we have described previously, here are the points that my group got, including the following:
Detail: A feature that allows users to use life insurance from Jago in the form of a will
Problem: Many Indonesian people, especially the millennial generation, underestimate insurance, especially life insurance, because of the lack of information about the benefits of having life insurance. Usually, insurance products offer products in general and make people uninterested.
Solution: Create a feature based on the summary and add gamification features with cash back rewards to attract users’ attention. The design used is also adjusted to the user (looks eye-catching) to feel comfortable.
Stage 4 — Prototype
At this stage, I created a User Flow, Wireframe and Hifi Mockup.
User Flow
I created a User Flow to explain the steps that the user will take to create a will, up to premium payment and other features found in the heir dashboard such as viewing user level or viewing the contents of a testament.
Wireframe
I created lo-fi wireframes using Figma, based on the User Flow that I’ve created before
UI Design
Previously, we did some research by downloading the Jago application and matching the design according to the application. We use the dominant color orange with accents of blue, green, and purple. We also equate components with the Jago application itself. Why? Because this is a feature of Jago and we have to match the design to match the Jago application. For the font, because not all team members have the font from the Jago app, we decided to use a font owned by all teams and is similar to the font in the Jago app.
Here’s a preview of the design based on the prototype (I use the preview according to the part I’m working on. For the whole design, see the prototype link listed):
Step 1
As you can see, You will be direct from the homepage if you get a banner ad, or you can directly click on the last wish menu available on the homepage.
After that, you will go through the landing page and register your legatee with the Buat Wasiatmu menu. For the Klaim menu, you can only claim if you get an invitation from the heir. Assume that you are logged in as an heir, and you will be directed to the onboarding menu and choose to create a family testament or social testament.
Step 2
At this step, you are only asked to fill in the legatee data, and you will get a successful registration pop-up when it is finished
Step 3
If you have completed the heir registration process, you can continue the process of making your testament. You can write a testament containing messages for your spouse or grandchildren later, and you can choose a notary in your area to legalize this testament. When finished, you will get a pop-up directing you to proceed to payment.
Prototype
As I explained earlier, the UI Design above is just a preview based on the part that I have made, and the complete prototype can be seen here:
Stage 5 — Testing
For the last stage, we are looking for users with criteria according to the users desired by the Jago application, and a friend of the team members is willing to be a user tester.
The first stage is to create a scenario through google docs. We collect the questions that we will ask the user, and then we put all those questions in a spreadsheet to ask the user. We use the Single Ease Question method in this stage.
The next step is to conduct an interview. Here we collect data about users first, then proceed with a question and answer session about the life insurance features that we have created.
After that, we conducted interviews with references from the scenarios that we had made previously with the following results:
Interview Results
Testing Insights
From the results of this interview, other team members and I know what is not quite right from the results of the UI Design that we have been working on. We got some feedback such as:
- The problem is that the user can’t use the back button, yet he doesn’t understand on the testament selection page because it doesn’t look like a button
- What if the registered heirs do not have Bank Jago accounts
- Gamification is less varied
- Constrained in the name of the heir when trying to claim (it is better if auto-input does not need the user to rewrite it)
- As well as the addition of the OTP code delivery feature for disbursement of insurance claims
We made some changes, especially the back button. Also, we changed the product selection page.
CONCLUSION
Overall, users feel that this life insurance feature is easy to use, although we can improve some things. Some feedback from users made me realize that in designing something, we must please the user, not make a design based on personal satisfaction, because what we think is good is not necessarily good in the eyes of others.
While making this life insurance feature product for Jago, I realized several things, such as the importance of teamwork and not being bored to seek knowledge from new perspectives, which significantly affect the continuity of the project process. We can’t just rely on one source; Diligently asking mentors and looking for new inspiration from dribbling, behavior, and medium is very helpful. Communication between team members is also crucial, and you must be willing to listen; otherwise, the ongoing project will become problematic.
The important point I got is that being a UI/UX Designer is not as easy as I thought, and I have to learn more.
NEXT RECOMMENDATION
There may be improvements to the gamification feature and more rewards to attract users’ attention for further recommendations. In addition, it is necessary to pay attention to data collection in writing a will if the heir does not have a Bank Jago account. Perhaps the level of security can also be increased again as well as transparency in social testament features.
This is the final part of my case study project, and I got a lot of new knowledge in completing this project. Special thanks to Skilvul for teaching me for approximately 2–3 months which is very useful for my future UI/UX career. Reach me out if you have suggestions to help improve my knowledge in UI/UX.
Thank you for your time and attention to reading.
