Great Eastern app
Manage your insurance plans in a snap
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INTRODUCTION
Great Eastern app is
a one-stop policy management app
Gain access to all your Great Eastern policy details and common policy services all in one app.
Update personal particulars, switch funds and more using the self-service features.
My scope
Feature:
policy viewing
Claims
User research
Lo-fi design
Hi-fi design
User testing
More customer services are coming along the roadmap: insurance claims, fund market, etc.
Project duration
2018.2 - Current
Active users
56,000+
Goals
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Enable policyholders to understand their policy benefits and performance in a simple and meaningful way.
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Enable policyholders to perform policies self-service and straight through processing effortlessly.
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Enable policyholders to make and commit decisions on their health coverage and wealth targets independently.
Vision
Policyholders use this app as a pertinent and regular part of their lives to improve their protection and wealth.
Challenges
Designing the policy benefits viewing for over 3000 insurance policies
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Find different ways to show policy benefits among 3000+ policies;
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Policy benefits vary from each policy. All manual work.
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......
Complicated back-end source systems
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3000+ insurance products are stored in different data system;
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Different system has different policy type definitions.
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......
Design approach
lo-fi design
# Ideation
Conducted ideation workshop with internal stakeholders and UX team to come up with the ideal features with lo-fi design and user flow.
Below is an example of the policy viewing high level ideas and objective.
# Research
I have contributed 3 types of research for this project.
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Desk research | Studied the competitors in Singapore and overseas
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Policy viewing research | Read the policies brochures and contracts, validated with the internal stakeholders
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Bi-weekly interview | Had coffee sessions with agent mentors that experienced in policies, to validate our lo-fi design along the journey
I've worked together with our business analyst to craft the first draft of user stories and lo-fi design.
This was just a start:
The challenges revealed after we did lo-fi validation session with internal users, insurance agents and IT colleagues.
Some features would be hard to implement, while some would never be achieved due to the technical or system limitation.
We've split the lo-fi design and flow into 2 tracks:
Fast track is for first release, slow track is for the future releases.
In the project management tool (JIRA), we sheltered the slow track features as backlog items.
Example: Home Screen Lo-fi design
#Slow track lo-fi
Problems
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There's no database that has all the sum-assured number of each policy, and the calculation for multiple policies is complicated
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For ILP policies, the profit of the policy is always negative. To show the wealth design might lead to a negative effect of the chart.
#Fast track lo-fi
Solutions
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For release 1, only show the protection category.
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Only show the product value of the ILP policies.
hi-fi design
#Hi-fi design
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Designed the Hi-fi screens in Sketch
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Synced up with Miro boards to complete the user flow design
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Synced all the design in Zeplin for developers, write the request documents for design system components
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Communicated with developers and QAs on Miro board to constantly improving the Hi-fi design
Miro Board flow example
#Design system
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Contributed the symbol designs and Leo Design System in Sketch and Confluence design system concurrently while designing Great Eastern app.
#Usability testing
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Tested the design in UAT environment and report issues in HPQC
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Collected user experience feedback and improved accordingly in the next sprint
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Conducted customer user testing (production)
outcome
5 out of 6 customer interviewees were satisfied with the design
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"Excellent app. Makes it very convenient to keep track and manage all policies. It’s user friendly and efficient."
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"Smooth installation and I am able to see my policies within one location."
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"Clear cut, fuss free and neat."
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"Finally there is an app to check all my policies!"
Reflection
Good experience from ideation until pixel driven Hi-fi deliverables
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Great Eastern app is the first project that our internal UX team got fully control on the design.
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Problems are always popping up even when we are trying hard to solve the problems.
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If we don't have the data or content to support a good design, it is never a waste of time to develop the content.
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User feedbacks are always subjectives, we heard different voices and opinions from agents, customers, internal users and IT team. As a UX designer, I need to filter the good feedback and don't get distracted.