UI/UX Design Slide - OVO Proteksi

OVO is building an insurance platform called OVO | Proteksi to disrupt and advance insurance literacy and adoption in Indonesia with various products such as Health Insurance, Gadget Insurance, Vehicle Insurance, and many more

Research Users' Needs

Challenge Assumptions and Create Ideas

Try Solutions Out

3

5

Test

Ideate

Emphathise 1

Table of Contents 2

4

Define

Prototype

State Users' Needs and Problems

Start to Create Solutions

01 Empathise Research Users’ Needs

User Research Collecting Research Data PRIMARY DATA Make a survey that is distributed to 10 respondents who have or have never used insurance

SECONDARY DATA Researching through the internet (article, journal, etc)

User Research PRIMARY DATA

20%

20%

Utilization

Eagerness

Have used insurance

Want to use insurance

User Research PRIMARY DATA

20%

50%

10%

Mechanism

Benefit

Awareness

Know the insurance mechanism

Know the benefits of insurance

Realize that insurance is needed from a young age

User Research PRIMARY DATA

80%

100%

90%

Features

Online Marketing

Consultant

Agree that a brief description and advantages of insurance at home page will advance insurance literacy

Agree that online marketing helps companies to introduce insurance products

Agree that insurance consultants assist customers in finding solutions

User Research SECONDARY DATA

Data from Asosiasi Asuransi Jiwa Indonesia states that the number of insurance participants is only around 16 million

Otoritas Jasa Keuangan (OJK) data shows that in 2019, the insurance literacy index was only 19.4 percent, lower than the existing banking index at 36.12 percent.

Data from Badan Pusat Statistik (BPS) in 2019, insurance penetration in Indonesia is still relatively low, at around 3 percent.

Primary Persona Nur Inayah is a mother who comes from Generation Y. She is a financial manager in her family as well as an entrepreneur. She does not have much time to manage family finances so she plans to register herself and her family for health insurance. However, he did not understand what kind of insurance should be registered.

Goals and Expectation

Nur Inayah Gen Y Generation

● ● ●

Knowing what type of health insurance is right for his family Can ask someone who has an expert in insurance

Buy insurance that suits with him

Secondary Persona

Arifin is a Web Developer at a well-known IT company who has many gadgets. Arifin interested to use gadget insurance, but he doesn’t know about the mechanism.

He also have lack knowledge about advantages of insurance and the impact of using insurance.

Goals and Expectation

Arifin Mirza Millennial Generation

● ● ●

Know the mechanism of insurance Know the advantages of insurance and why he should use it Buy insurance that suits with him

02 Define State Users' Problems

Analyze The Problem 01 Intensity of Problems

The awareness of insurance is not going good in Indonesia and only 20% of our respondents who want to use insurance

02 Feasibility of a Probable Solutions

There is no brief description and benefits about OVO | Proteksi at homepage and no detail explanation about insurance in general at OVO | Proteksi section

03 Potential Damage Caused by Problem The company failed to introduce the product for users and doesn’t leads to high adoption rate

How might we encourage people to have the awareness of insurance?

03 Ideate

Challenge Assumptions and Create Ideas

User Journey Mapping PRIMARY PERSONA

User Journey Mapping Experience

short explanation 01 Seeabout the product ● ●

Read the short explanation Try to understand the meaning of the product

02 ●

See offer for consultation Determine whether to use the consulting offer or not

Start a chat with 03 expert consultant ● ● ● ●

Find messages that can be sent automatically Send message Ask the expert consultant Get answers from consultant

04

See and buy product

● ● ●

View all products View details Determine suitable products Buy the product

●

Feel delighted

Feel confused Feel very confused

User thoughts or emoticon

Feel happy

User Journey Mapping Opportunities

01

Make users interested in insurance with a brief description feature

02

Allows users to ask the experts with the chat to consultants feature

03

Make it easier for users to type a word with default message feature

User Journey Mapping SECONDARY PERSONA

User Journey Mapping Experience

short explanation 01 Seeabout the product ● ●

Read the short explanation Try to understand the meaning of the product

02 See a short article ● ●

Read the article introduction Read all content of the article

03 ● ● ● ●

See and buy product

View all products View details Determine suitable products Buy the product

Feel confused

User thoughts or emoticon

Feel delighted Feel curious

User Journey Mapping Opportunities

01

Make users interested in insurance with a brief description feature

02

Make users understand the advantages, disadvantages, and detailed explanations about insurance with the article feature

04 Prototype Start to Create Solutions

Homepage Wireframe

Artikel Wireframe

Konsultasi Wireframe

Homepage Prototype

Artikel Prototype

Konsultasi Prototype

Demo Prototype bit.ly/ChallengeOVOAzza

05 Test

Try Solutions Out

Likert Scale Questions 1 maps to the extremely dissatisfied, 2 to the moderately dissatisfied, 3 to the neutral, 4 to the moderately satisfied, and 5 to the extremely satisfied sentiment of the customer with the product.

TESTING

BEFORE IMPROVISATION I gather the responses of 10 people. There are 6 people have chosen options 4 or 5. So, the Customer Satisfaction Score would be

(6/ 10) x 100 = 60%

TESTING

AFTER IMPROVISATION I gather the responses of 10 people. There are 9 people have chosen options 4 or 5. So, the Customer Satisfaction Score would be

(9/ 10) x 100 = 90%

Hence, we are able to increase the customer satisfaction score from the feature upgrade, which is OVO | Proteksi section at homepage, article, and chat to consultant.

Thanks!

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