Life Insurance
Covered
Non-Life Insurance
Covered
2
Mobile Apps
350+
Screens
20+
Stakeholders
16
Weeks
14+ countries have benefitted from the improved usability & collaboration
Mobile & Web Hub
A Human Experience That Delivers A Competitive Edge
Design Challenge
This project involved building a Mobile Hub. To unify an approach to design and IT that was previously fragmented – between platforms, between business units in different countries and between its business teams and the head office.
Project Duration &
Team Members
16 Weeks
Anvi Dedhia, Bijal Shah, Namrata Dhanak, Haris Langoo
Tools
Sketch, Figma, Illustrator, Invision
Design Solution
A design-led strategic project to create a consistent and world-class mobile app experience for its customers across the many countries in which it is active. Worked to create an Agent Hub designed to improve the human experience between customers and agents.
Role
Research, Interviews, Info. Architecture, Task flows, Design Thinking Workshop, Wireframes, UI
Global Design
Framework
Our work began by understanding and designing according to the Global Design Framework – a ‘living design’ system that achieves faster, more effective implementation of human-centered solutions by placing humans and human experience at its heart.
Process
We gathered feedback from designers and IT colleagues, as well as customers interacting with the company digitally, to better understand pain and power points in the current digital offering. A Rumble workshop helped to identify hone this further and prioritize needs.
Insights from this discovery process were refined and a vision and goals were set. People from across the business were brought together with customers to co-create possible solutions in a series of task-focused quick-turnaround service design collaborations or ‘sprints’.
Week Before
Collect Requirements
Collect information regarding the front-end and back-end flows, relevant technical and legal constraints or any other useful information from the SMEs
Wednesday
Planning Meeting
Planning and prioritization of the activities in the scope of the sprint, definition of the use-cases, scenarios designed. Definition of the first draft flows and sketches.
Thursday
The Design SPRINT
Concept Design
Analysis of gaps with the SMEs and design of the first solution proposal. (e.g. Flows, Sketches)
Friday
Checkpoint
The team and product owner check the prototype and provide feedback relevant for the refining of the designs.
Monday
Visual Design & Refinements
Design of screens, finalization of the concept & implementation of the interactive prototype.
Tuesday
Drop
The team and product owner check the prototype and provide feedback relevant for the FINAL refining of the designs.
Need Analysis Flow
Collect Requirements
Document upload
Dropdown for uploading any document he wants
-
Option to scan and upload
-
Gallery upload
-
Photograph
-
Address proof
-
Age proof
-
Identity proof
-
Income proof
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Other documents- doc reports, medical history, medical reports
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(Alert notification- to upload the documents within the application)
Medical test section
-
Document upload and medical test appointment can be parallel
-
After uploading the documents, a medical appointment can be booked
-
Somebody will call you and assist you, for confirmation show a tick stating that the test is done or not
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Request a callback
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Within 48 hours you will be notified to the nearest
Underwriting Requirement
-
Feature pay an extra premium
-
CTA if pay- Pay now, or if incomplete documents then upload the documents
Quotation tool
Buying for myself
-
Name, gender, dob, smoker/non-smoker, mobile, email, annual income, occupation, qualification
Buying for others
-
Her name, DOB, gender, smoking/non-smoking, mobile, email, your
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Link for terms and conditions (disclaimer)
-
Add riders
-
Input quote screen- select cover, sum assured, frequency
Planning Meeting
Concept Design
Concept Design
Task Flow
Checkpoint
Need Analysis for Life Insurance
Personal Details
Asset Details
Checkpoint
Non-Life Insurance
Visual Design & Refinements
We used stars against artboards that needed refinement after the checkpoint call.
-
Change the text
-
Replace the icons
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Change the percentage count
-
Update text in the CTA
Drop Call
SS
Features of Mobile Hub
Claim Tracker
Non Life Insurance
Life Insurance
My Coverage
Magazine & Alert/Notification
Login Screen & Onboarding
The Human Expereince
The Global Design Framework and our service design methodology united all relevant stakeholders within the business. There was clearly scope to make mobile usability more consistent, to make vocabulary more human-friendly less data-driven, and to optimize iconography to improve navigation of digital platforms and enhance the understanding of Generali’s products and services. Achieving the human-centered approach needed to address the complexities of each project and depended on enabling closer collaboration between all stakeholders – a critical aspect of our work.
Value Delivered
Customers found usability significantly improved by the Mobile & Web Hub. Navigation is simpler. And as all mobile apps and web-responsive portals have a common foundation, user interaction components are now compatible across both. So far, 14+ countries have benefitted from the improved usability and strengthened collaboration achieved by adopting the Mobile & Web hub program. Mobile Hub has delivered clear cost and time-to-market savings – notably, by offering teams predesigned user interface features.