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About IFG Life

IFG Life is a pioneer digital insurance that provide life and health protection since 2020.  IFG Life vision is fulfilling all insurance needs in Indonesia with a commitment to becoming a large and sustainable company with digital approaching as a well mobilization.

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Today, IFG Life has transformed into a "Top 3 "Digital Insurance platform that connect users with over +400.000  policy's holder and 9 trillion claim submission .

 

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Background

IFG Life is an on-demand Insurance service that operates in Indonesia. Event , a part of support selling, which brought customer to join several sports and family event by buying the ticket and bundling (include free a insurance). but in 2022, We also discovered some issue about awareness user when to know/ browse this feature:

  • Lack of visibility for a event feature

  • Improvement needed for the Information Architecture

  • Long loading time when purchasing a ticket and bundling

What do We Know About The Problems?

For all the customers who entered the browser Life by IFG last year, only 20.7% proceeded to the Event Page, the lowest percentage compared with the others type. we can see that there was some drop percentages in one year, when they wasn't aware for buying a ticket event that refered from advertising platform 

Existing Audit

We conducted a workshop with the Product and Tech team, where we first wrote down the whole experience for Web Browsing in Event, and listed:

  • What we liked about the experience (plus points) → Green sticky notes 

  • What we didn’t like (pain points) → Red sticky notes 

  • Some other thoughts we found → Grey sticky notes 

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Web Browsing For Event Feature

Existing Journey

We also deep dived on event feature flow (landing page--> detail event), and ticketing( confirmation page---> ticket information). it focused on what part of design and information which leaded to pain point for customer.

Competitor Analysis

I conducted competitor analysis on three of our top competitors — Tiket.com, Goers, Eventbrite. I specific focused on event browsing experience (Landing page --> Confirmation Page).

User Stories

1. As a User, I want to be able to immediately view the event offered by events display screen, so that I can:

  • Determine if the event assortment fits my browsing intent,

  • Realize that the event display has sufficient

2. As a User, I want to be able to quickly toggle between categories and event section in landing page so that:

  • I can find my intended event menu with minimal steps

  • I can discover some event assortments offered (top event in landing page)

Design Explorations

 I did an exploration for the wireframes, put on Figjam

Visual Designs

After the explorations, I created the high fidelity design for the Landing Page. i added event section to be noticed by customer about these some event in this screen for customer can explore. The event menu i create in left position as a main visual in this page, and also i give a green mark, it means there's event updated.

Details

Feedback

Feedback was mostly around accessibility and readability of the information inside the pages.​

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Usability Testing

Total: 20 Participants — 6🇵🇭PH, 1 🇩🇪DE, 3 🇬🇧GB, 3 🇮🇳 IN, 1 🇳🇱NL, 2🇧🇪BE, 1🇧🇬BU, 1🇵🇹PT, 1🇷🇺RU

  • Web users only

  • Active purchased LifeSAVER insurance

  • Varied ages, education levels, genders, technical proficiency

Methodology

Unmoderated test on Useberry

Usability Testing Goals

  • To assess whether users can understand the new main menu layout experience in landing page

    • To assess if users can find their intended categories, sub-categories & deals with minimal steps, to the point for purchase

  • Gain insight into the overall impression of the new design and experience improvement in Landing Page--> Event Menu---> Confirmation page

Usability Testing Objectives

To determine design usability within the new user interface.

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Conclusions And Design Changes

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  • Enable clicks on several sections of the design for main menu and intuitiveness

  • Consider multiple entry points for Deals apart from the category side-panel

  • Potentially working on the colors (increase contrast for better readability)

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