Leading bank and modern insurance product
As part of a new way of work, the bank's teams are moving towards smaller MLTs (Mission Led Teams) in order to bring the best available talents to the table for short periods to create dynamic groups in an Agile environment.
The problem
Many younger people in South Africa are either un- or under insured when it comes to funeral cover. The bank wanted to create a solve for this issue by modifying an existing product to be more appealing to a younger demographic.
We focussed on creating a product which could be taken out entirely online through a dedicated microsite. This microsite features the latest is security with biometric facial scanning which ties into Home Affairs to ensure that all of your information is up to date, monitors the risk of the individual, checks latest residential information against what is captured in the banks system, and can only be accessed via this living access point.
The product currently focuses on banked customers between the ages of 18 and 35 who do not have any insurance packages with the bank. To make this more appealing, and to differentiate it from similar offerings, the bank is offering the client six months' free accidental death cover, as well as supporting a charity which the user can select from a group of vetted charities at no cost to the user.
My role (July 2021- April 2022)
Brought in as the Senior UX consultant, I quickly became the voice of the user, assisting the team detailing user journeys, as well as creating UI screens which follow the bank's design methodologies and translating these into useable components the 3rd party developers could recreate.
Journeys & User stories
The team and I painstakingly documented a full series of workflows, process flows and user stories to capture how the user would interact with the microsite, what the desired outcomes are, and how to make the process as quick as possible while still sticking to the risk requirements needed by the bank.
UX Design
The user flows led into the UX designs which allowed us to interrogate the process flows. We were able to identify and simplify problem areas, as well as flag areas where the two development teams would need to work together to solve internal and external communications. The UX below is a sample of the full prototype which was presented to the team.
Atomic Design
By utilising the new Atomic Design structure already in place I was able to develop UI screens which are scalable. I worked closely with the UI and UX members of the 3rd party development team to ensure the components I was asking for were designed in a fashion the developers could easily translate into their system.
The final product
The product is due to go live towards the end of April 2022
