Case study: Life Insurance Feature in a Bank Jago App

Yusuf Abdhillah
7 min readSep 27, 2022

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Overview

If we look at life insurance products that are currently on the market, usually these products are sold as a form of prevention from disasters or bad things that will happen in the future. In addition, life insurance is also usually used to protect the livelihood of the family you support through your livelihood before it is time to die. This is quite serious considering that not everyone has planned for the future.

Instead of focusing on the negative aspects that can happen in the future, how about we look at it in a positive and fun way where life insurance is used to guarantee an exciting and fun life instead of worrying about death.

For this reason, Bank Jago currently needs a solution to help customers make plans that anticipate unexpected events in the future that can affect the livelihood and/or welfare of their families.

About Bank Jago

Jago is a financial app 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 life, with family and friends.

Jago was built by reliable innovators who are experienced in digital banking and micro segment financial loans. Jago was developed to become a pioneer of digital finance in Indonesia, by presenting life-centric finance solutions. Our aspiration is to become a technology-based bank that is integrated in various Indonesian digital ecosystems, to meet the needs of retail, Small & Medium Enterprises, and mass-market markets.

With a total capital of IDR 8 trillion, Jago is now in the category of a bank with large and strong growth and innovation opportunities.

Background of Challange

(https://www.jago.com/id/blog)

Bank Jago wants to create a feature where users can create wills digitally, the contents of which can be whatever users want, and funding for its implementation can be guaranteed by the insurance product behind it.

Users can make wills as usual, and leave money for the family, with this feature, users can make their own wills according to what users want, such as making a will so that the user’s ashes can be sent into space! The user can make a wish as far as his imagination takes him!

For this reason, Bank Jago needs a solution or service in the form of a design prototype for mobile applications in order to help users to make plans that anticipate unexpected events in the future that can affect the lives and/or welfare of their families. It is also possible for our users to use this feature for social purposes, contributing to the environment and community around them even after death.

User Profile

Objective Challenge

(https://www.jago.com/id/blog)

For more details, here are some features or objectives that are recommended to be included in the prototype proposal:

  1. The steps to make a will are easy, considering that users can enter various types of requests.
  2. An easy way to calculate the required monthly payment on the desired form of will.
  3. Management of commitments made and editing wills.
  4. Gamification or creative ways related to healthy lifestyles and fitness levels that can reduce the cost of the monthly commitment.

Role in the Team

As a UX Designer group, I collaborate with 5 team members, me, Ramaditya, Ronaldi Putra, Ririn, Agus Aditya. In this team, we have the same responsibilities, namely:

  1. Looking for the subject matter that often occurs in aspects of insurance or will.
  2. Provide some solutions and solutions that I offer related to the problem.
  3. Turn the solution into a form of application or feature that will later help users.
  4. Create a Userflow and wireframe.
  5. Create Design system, UI mockup, and Prototyping
  6. Testing.

Design Process

In this case, we chose to use Design Thing as our design process approach, and is an iterative process that teams use to understand users, redefine problems, and create innovative solutions for prototyping and testing. Here are some of the stages we do in doing Design Thingking:

(https://static.vecteezy.com/system/resources/previews/002/161/952/non_2x/design-thinking-process-free-vector.jpg)

1. Empathize

At the Empathize stage, we find out the views or problems of users on insurance or wills, as well as the needs of users before defining these problems at the next stage, through this, we finally get several points of view or problems experienced by users, including the following:

2. Define

With several points of view or problems experienced by users, at this stage we define the problem and make it the subject of discussion at a later stage.

3. Ideate

After defining the problem, then we began to have some discussions to find solutions to the problems experienced by users, using the How-Might-We process we offer a solution that can later help users in educating and choosing insurance or wills that suit their needs.

Then, of all the solutions we make, we will focus on some of the main solutions that we will work on first, including:

  • User Guide
  • Making a Will
  • Edit a Will
  • Recommendations of Wills
  • Reward

4. Prototyping

  • Crazy’s 8

at this stage, we start making some wireframe samples that we will later use, in this process we use Crazy’s 8.

Design System

A design system is a collection of principles that govern the design of a brand’s digital experience. It provides a set of guidelines for how your brand should look and feel across all channels and devices. When done correctly, using a design system can have many benefits for your business or organization — from improved communication and efficiency to more consistent branding across all digital channels.

  • Wireframe

This step (wireframing) will continue the previous stage of Crazy’s 8. Making a wireframe will also save a lot of time because it only displays the UI in rough form, here are some wireframes that we have made:

  • UI Design

After finishing making the wireframe, then we continue by making the UI &UX Design and Prototyping display for the Bank Jago Will Insurance feature, here are the designs we have made:

5. Testing

Once the feature UI is created, the next step is to conduct interviews with people related to this feature. We prepare several documents such as Research Stimulus (Research Objective, Question List, Research Scenario) and User Research Data Record.

In this case, we interviewed 5 users. Users have completed several task flows and this is how users feel about how they explore the Last Wish feature.

We asked them a few questions about how they felt about exploring the features in Last Wish, using the SUS (System Usability Scale) and SEQ (Single Ease Question) methods, along with the spreadsheet results from the interview at this testing stage:

Kelas UIX A11 Kel-7

Conclusion

The results of the SUS (System Usability Scale) stage indicate that 75% of users are satisfied with the features we create, have no difficulties and are interested in using these features in the long term.

While at the SEQ (Single Ease Question) stage, although 60% of users have never used insurance or will, but they feel that the feature is very important for their family’s life and finances, users know how important the feature is, and are likely to use the feature in the future.

Next Recommendation

For further recommendations, we plan to add several other new pages on this insurance feature, the main feature that we will add is an easy way to claim insurance with maximum security.

So the insurance recipient can later make a video call with Bank Jago if they want to claim the user’s insurance, this is so that the insurance recipient can be responsible if something unexpected happens, and anticipate fraud.

Last but not the least

My group and I are very happy and proud to be able to collaborate in the challenge held by Bank Jago for the creation of the Will Insurance feature, this gives me new experience and extraordinary knowledge in making the feature.

I hope that with the Design Process that I made with the group, Bank Jago will feel satisfied and help in making this feature later, I am very grateful to Kominfo, Digitalent, and Skilvul who have helped me in working on challenges from Bank Jago.

Thanks.

Yusuf

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Yusuf Abdhillah
Yusuf Abdhillah

Written by Yusuf Abdhillah

I always try to place the beauty of aesthetics and creative visuals above usability to impress the users.

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