Case study: Jago last wish/will and insurance feature

Disclaimer : This project is part of UI/UX Training Program which was held by Ministry of Communications and Informatics in collaboration with Skilvul and Jago as a challenge partner. I neither work for nor in contract with Jago.

Hello! I’d like to introduce you guys to this project app developed by my team, Irvan Tantowi and R. Ganny from UI/UX Mastery on Digitalent Kominfo x Skilvul Bootcamp. And for the challenge partner, we choose Bank Jago. This project is given to complete the 2 (exciting) months of training. This project milestone is carried out by directions from our Mentor, Anastania Melinda, and worked on every Saturday class and from our weekly assignments. The details are :

Project Timeline : around 3 months (end of August-early November) but effectively around 2 weeks (every weekends)

Tools : Figma (Figjam, Design File), Google Docs, Google Spreadsheets

Overview

My team and I decided to start the design process after learning the scope of the project brief and objectives, We applied the design thinking approach but skipped the Emphatize stage because the challenge brief already has the data that we need. But okay, let's just call the project brief as empathize stage.

The overview of the project process and my responsibilities in it are :

1. In the Define stage, I define the user’s problem and how-might-we solved it specifically on the Last Wish feature
2. then on Ideate, I am doing a rough sketch using crazy-8’s for the Last Wish feature (It is a really fun process!)
3. Prototype stage, I made the Last Wish wireframe based on the crazy 8’s, then we collaborate to build the UI Kit (Style Guide) and then the UI for the Last Wish feature
4. and the Testing stage, I make the document and held the user testing interview.

Each of the steps is not boxed, we help each other in every step of the process. And we are so happy that we can explore our UI/UX capabilities in this project.

Stage 1 : Emphatize (Challenge Brief)

In this stage, we did lots of individual searches on insurance, last will policy (especially in Indonesia), benchmark the current last will apps on the market, then we discuss the challenge brief and process the data that we’ve gathered. Below is the challenge brief from Jago :

Currently, there are many places to get life insurance products complete with details and prices. Of course, this is not the type of product that Jago wants. The Jago feature is 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 to do and the funding for its implementation could be guaranteed by the insurance product behind it. You can make a will, as usual, leave money for the family, or you can also request that your ashes be sent to outer space! You can make a wish as far as your imagination can take!

Objectives

We currently need a solution or service in the form of a design prototype for a mobile application to help customers make plans that anticipate unexpected events in the future that can affect the livelihood and/or welfare of their families. It is also possible for our users to use this feature for social purposes, contributing to their environment and community even after death.

Stage 2: Define Stage

At this stage, we started with a discussion on the project brief we make sure that we all understand the challenge and what users might need. We tried to build a persona based on the brief

We use Figjam as our tool to discuss the pain point and how might we, and here’s the result :

the pain point makes the problem clear so that we can vote on which pain point we want to solve.

Stage 3: Ideate

After we get the grasp of the user pain point and how might we solve it, we dig down deeper and did a lot of brainstorming for features that might help users based on the how might we.

Then we grouped the ideas into an affinity diagram. we voted again and prioritize the ideas so we can be more focused

After we did prioritize the ideas, then we focused again on the ‘Yes, Do It Now!’ box. The reason for that is because we want to really really focus on making the main features first before working on the least important features. We also consider the time project time frame to build all the features.

From the ‘Yes, Do It Now!’ box, then we did the crazy 8’s on paper sketch. I focused on the Last Wish features and here are the results

Crazy 8’s

Stage 4: Prototype

the most Exciting part is here! we start with building user flow first, then develop each flow mixed with crazy 8’s that we’ve made as a wireframe.

Userflow

And few of the wireframes for last wish (wasiat) features are :

After the concept is fixed, then we developed the UI kit. We choose colors, typography, and themes based on current Jago apps because this Last Wish feature concept will be inside the app. Below is the snippet because I only show half of the style guide and icons that we use.

Thanks to Freepik for the onboarding illustration. We also use Apple Emojis, Feather Icons, Flaticon, and get a few icons from Iconify plugins for our project.

then, ta-da! check out the final design and prototype below :

Stage 5 : Testing

We’re so happy with the prototype result, but good design is supposedly solving the user’s problem right? hence to validate the design, we tested it on 1 participant. We understand that the minimum should be 5 participants, but due to project deadlines and educational purposes, our mentor suggested only 1 participant.

We search for participants that matches our persona, we did it via Google Meet, and the result turns out splendid! Using SEQ (Single Ease Question) metrics, He gives 6 points out of 7. He also gives us feedback, input, and insights to improve the design.

One of the feedback was to put more variation of the ‘add new field’ tab such as maps for location, link, and upload document. We think that this insight is really good and has a good value to the features and so we edit the design and one of the results is on your left.

Conclusion

There’s nothing in this world that’s perfect, even for this case study. There are a few recommendations to improve this feature for anyone who has an interest in this kind of project (like me!)

1. Integration of Last Wish paper docs to upload into the system (scan the docs) with bank balance (all banks, not just Jago)
2. Add gamification flow in getting that discount or promo, connected with how to maintain healthy life to lower the commitment bills
3. Provide easy shortcut to add beneficiary(heir) into the system

I also believe that a lot of improvement still can happen in the future, this project is so interesting that I would love to explore more.

Thank you for reading this article, this is my 2nd Case Study (read the first one here) and I am so happy that I can be a part of the journey by joining Digitalent Kominfo : UI/UX Mastery learning process and delivering this successful project. See ya!