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ValueInsurance
Redesigning the buying Experience
I was the product designer for Value Insurance Application - one stop solution for all Insurance related queries
Project
Value Insurance Mobile Application
What I did
User research and Testing
Product Design
Interactive prototyping
My Role
UX Designer Lead
What is Value Insurance Application?
A one-stop online platform to purchase any non-life insurance
An online application that enabled users to view suitable policies by providing relevant information upfront and reducing the time required to complete tasks.
Context
Client had negligible online presence and more than 60% of applications originated via agents with high level of inaccuracies.
Project Goal
To develop a solution with a responsive design for purchasing insurance that would assist customers in making well-informed and carefully considered purchasing choices.
Key Metrics
Significantly increase in online application submission that helped the firm increase online presence by at least 35-40%
Reduction in inaccurate policy document submissions by agent and reduction in manual application submission (e.g key document not attached, signature missing)
The main aim of this digital transformation was to optimise end to end insurance purchasing experience and empower users with correct information to make judicious decisions
What I Discover
We interviewed 15 potential insurance buyers, including those interested in new purchases and renewals. We identified key problems and gaps in the current web application.
Major Issues
Selecting a policy is like searching for a needle in a haystack
Customers search for insurance online, but a lack of clarity and assistance on the client’s website hinders them from making a well informed purchase decision.
Deadlines not adhered by the agents
Improper documentation submission by agent e.g. key document missing, signature missing, unclear scanned document leads to delay of the application process which impacts the customer’s experience negatively.
No user scent and broken user flow
Broken user flow and poor information architecture customers feel lost. There is lack of user assistance when it comes to technical jargon.
Design Process
Who are our users?
To ensure a user-centric focus throughout the project, we created three user personas based on the varying interest levels of our users - novice, intermediate, and pro-level policy holders. While developing these personas, we also revisited the empathy map to remind ourselves of what the user sees, hears, thinks, and does. This helped us better understand and meet the needs of our users and tailor our solutions to their specific needs and interests.
Ideation and Iteration
Thoughts behind Final Design Features
Utilize AI as a dependable ally.
This feature can help users make informed decisions about their vehicle repairs and avoid unexpected costs. With AI inspection, users can have peace of mind knowing they have a reliable tool at their disposal.
"Telematics: Pay-Per-Use Insurance Based on Your Driving Habits
Telematics is a technology that allows insurance companies to collect data on customer's driving habits, such as speed, distance, and time of day. By analyzing this data, insurance companies can offer a pay-per insurance policy that charges customers based on their actual usage. This means that customers only pay for the insurance they need, rather than a flat rate that may not accurately reflect their driving habits. With telematics, customers can have peace of mind knowing that they are paying the right amount for their insurance policy.
Impact
Within 6 months of rolling out new application
30 %
Increase in policies sold
We saw a massive increase in number of policy purchased with positive application review on app store.
90 %
Decrease in incorrect applications
As information is entered directly by the customer, it reduces the chances of wrong information being entered by the agents.
60 %
Increase in direct online applications
Increase in policy purchased directly from the application, eliminating the third party vendors and spread of incorrect information from the flow.
Other Projects
Product Design
UX Evaluation
Service Design
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