Project Description
Brief: Designed an application that helps Max Life Insurance Agents sell insurance policies.
Client Name: Max Life Insurance
Sector: Financial Services- Insurance
Date : 1st June- 1st August 2021
mPRO is a B2B application that assists sellers to sell policy insurance with minimum effort and time. It minimizes human load and reduces paperwork, this app works on real-time intelligence to validate the data of end-user.
I was an intern at Max Life Insurance and even as an entry-level UI/UX designer, I was given a lot of responsibilities and was made in charge of research as the project picked up the pace.
My roles and responsibilities were:
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To consult and collaborate with team members (researchers and designers ) and stakeholders on pain points being experienced by agents on the field.
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To conduct contextual inquiries with 10+ insurance agents across India.
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To produce user flows, and navigation diagrams for User Scenarios and Business requirements.
KPIs, Objectives & Goals
The approach towards revamping the tool was based on Navigation, Presentation, Content & Interaction. We followed a model known as VIMM.
The usability goal of VIMM is to reduce load in four key areas:
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Visual Load
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Intellectual Load
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Memory Load
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Motor Load
Project Outcome
As the contextual inquiries began I realized that sticking to a particular questionnaire was not yielding any pain points. Agents using the application seemed satisfied with the features. I tweaked the approach by not sticking to a script and having a general discussion about their pain points (not restricted to the app really helped). The chat helped them open up and speak about issues they faced.
Initially, my job was to create transcripts of the interview, after a while, I was allowed to ask one question toward the end. Within a week I was the lead interviewer.
From the contextual enquiries I found out a loophole in the user flow. The team used this manipulation which reduced the time on task( TOT) by 60%. Lesser time on task would mean more business for the company.
After this project I was recommended to Reliance ( India's largest private sector company) by a stakeholder.
