Context
Design an insurance policy management app where users can view their own policies and contracts, as well as the process of adding existing policies into their wallet for easy, detailed viewing.
Role: UX Research // UI Design
Timeframe: 9 days
Sector tags: Insurance Policies, Management.
Date: December 2023
Research
The project started with a meeting with the stakeholders to align everyone's understanding of the project scope.
Followed by secondary research to understand as much as possible about insurance and to understand what the user needs, what they need to see on the app and why.
After conducting the interviews, I concluded that:
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One of the struggles for the users was to be able to understand the conditions of the policies and what they include.
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They often feel frustrated and confused with all the information about their insurance. They feel a lack of trust in this and get concerned about it.
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On the other hand, they feel overloaded with all the emails that they receive from their insurance company and feel afraid to ignore an important one.
“I just want to feel trust in the companies and the apps I use.”
To understand how users organize their physical cards, the info about the insurance and the important dates, I made a Survey.
The majority of the users feel that they have too many cards in their wallets and try to use apps for what they can.
They don’t check their insurance often because they feel lost on the info, and since the majority have all in direct debit, they just wait to see when it is already paid.
With this in mind, I created Alex Brown, our persona for this project.
Alex is a busy professional working in the marketing field. He values simplicity and efficiency in things. He doesn’t want to lose time searching for the date of payment of each insurance.
Alex just wants to be able to have all his insurance together in an easy and practical way. At the same time, to be able to understand all the conditions associated with his insurance by himself.
Problem
During the concept testing, I focused on improving the overall experience of the users in the various procedures they go through in life.
An issue that has bothered many people is what information appears in the wallet since it is the first thing the user sees when opening the app.
Therefore, I took all personal information out of the card, and since this was not a priority, the card will be customizable for the next steps, where the user can change colors, and the information that will appear on them.
Mid-fi
I did a business and competitive analysis to understand how insurance companies place their information, what is more relevant, what the users don't feel comfortable with and all their struggles. I also learned from that.
Here you can see the evolution from wireframe to mockup. I tried to avoid using any green or blue as the main color since a lot of insurances use those colors.
Prototype
Consider this the first time the user enters the app.
With this in mind, the user doesn't have any insurance on his app yet and will have to add them. The user is able to connect to the website AUTENTIFICAÇÃO.GOV, this is a government website where the user can connect with a digital mobile key. So if the user has insurance connected to his name, they will be imported to the app.
With insurance connected to the app, the user can see more easily insurances in card formats on the first page. In each one, he can see all the data, such as insurance number or expiration date, latest payment and an option to create a saving goal for each insurance.
The user can visualize all expenses in the current year and filter to see what each insurance costs each month. He can set reminders of his saving goal and the next renewals to never forget what is coming.
Next Steps
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Do a white mode version;
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Implement an AI that reads the Documents and translates them to the user in simple words and creates a graphic on the coverage;
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Possibility to customise the card colors and what appears in them, such as insurance numbers or any other data.
Play with the prototype on my medium post
Read my full post on medium