A Deep Dive into Allianz's Lead Management System (LMS) Feature

COMPANY

Allianz Indonesia

ROLE

UX Designer

UX Designer

UX Designer

Timeline

Q1 - Q4, 2024

Q1 - Q4, 2024

Q1 - Q4, 2024

Tools

Figma, Maze

Figma, Maze

Figma, Maze

Weather app image
Weather app image
Weather app image
Weather app image
Weather app image
Weather app image

Overview

As one of Indonesia’s leading insurance companies, Allianz is committed to maintaining and improving the quality and performance of its insurance agents. To bring this vision to life, the company provides an all-in-one digital tool that seamlessly integrates every stage of the process, from recruitment and pre-sales to sales, post-sales services, and detailed performance monitoring for all Allianz agents. Given the broad scope of this product, a longer timeline is needed to complete all features. The development is divided into phases, with the first focusing on lead distribution, lead follow-up, performance tracking, and gamification, allowing top agents to earn monthly awards.In this portfolio, we will focus on lead distribution, which we refer to as the Lead Management System (LMS) feature.

Problem

Manual Lead Distribution and Delayed Follow-ups Are Leading to Missed Sales!

Currently, lead distribution is still done manually in a traditional manner, requiring significant effort from the admin and often resulting in leads being missed. Follow-ups are also handled traditionally, which takes time to get a response from potential customers about whether they accept or reject the offer.

Currently, lead distribution is still done manually in a traditional manner, requiring significant effort from the admin and often resulting in leads being missed. Follow-ups are also handled traditionally, which takes time to get a response from potential customers about whether they accept or reject the offer.

Currently, lead distribution is still done manually in a traditional manner, requiring significant effort from the admin and often resulting in leads being missed. Follow-ups are also handled traditionally, which takes time to get a response from potential customers about whether they accept or reject the offer.

Validating The Problems

This problem came from Allianz's internal reports. We then reviewed the data and interviewed several agents to confirm and understand the issues they face.

*Due to confidentiality, I am unable to provide the detailed data and qualitative research results.

Project Goal

Improve agent efficiency and increase customer purchases!

How might we enhance agent efficiency in acquiring and following up the lead to drive more customer purchases and improve overall sales performance?

How might we enhance agent efficiency in acquiring and following up the lead to drive more customer purchases and improve overall sales performance?

How might we enhance agent efficiency in acquiring and following up the lead to drive more customer purchases and improve overall sales performance?

image: the high level journey, due to confidentiality, I am unable to provide the full journey process.

Design Process

Since this is a new tool for agents, we'll go through several iterations to ensure the design meets users' needs and gets their approval

Setting up the design principle

Setting up the design principle

Setting up the design principle

The goal of the agent as a user is to be able to follow up with the leads that have been distributed. How might we introduce this new design and flow without losing sight of the main task, so that offers and sales can be carried out easily?

The goal of the agent as a user is to be able to follow up with the leads that have been distributed. How might we introduce this new design and flow without losing sight of the main task, so that offers and sales can be carried out easily?

The goal of the agent as a user is to be able to follow up with the leads that have been distributed. How might we introduce this new design and flow without losing sight of the main task, so that offers and sales can be carried out easily?

CTAs and instructions should be clear

CTAs and instructions should be clear

CTAs and instructions should be clear

The button for following up on leads must be prominent, so users are aware at first glance, as the main task is to follow up

The flow should be as concise

The flow should be as concise

The flow should be as concise

Avoid distractions for the user to ensure they do not stop in the middle of the follow-up process.

First Iteration

First Iteration

First Iteration

From the usability testing in the first iteration, we found a low success rate when agents were following up and updating lead statuses. As a result, we decided to simplify the design and remove certain flows

From the usability testing in the first iteration, we found a low success rate when agents were following up and updating lead statuses. As a result, we decided to simplify the design and remove certain flows

From the usability testing in the first iteration, we found a low success rate when agents were following up and updating lead statuses. As a result, we decided to simplify the design and remove certain flows

Final Iteration

Final Iteration

Final Iteration

From the final iteration, we achieved a higher success rate and lower average time on screen, indicating reduced ambiguity in the design and less confusion for the users.

From the final iteration, we achieved a higher success rate and lower average time on screen, indicating reduced ambiguity in the design and less confusion for the users.

From the final iteration, we achieved a higher success rate and lower average time on screen, indicating reduced ambiguity in the design and less confusion for the users.

Detail page exploration

Detail page exploration

Detail page exploration

Each lead has multiple statuses. We aim to present each lead concisely to ensure clarity and prevent user confusion.

Each lead has multiple statuses. We aim to present each lead concisely to ensure clarity and prevent user confusion.

Each lead has multiple statuses. We aim to present each lead concisely to ensure clarity and prevent user confusion.

Once the status changes to 'in progress' after a follow-up, agents can schedule appointments with potential customers to continue with product offers and presentations. This helps agents move closer to completing a sale.

Once the status changes to 'in progress' after a follow-up, agents can schedule appointments with potential customers to continue with product offers and presentations. This helps agents move closer to completing a sale.

Once the status changes to 'in progress' after a follow-up, agents can schedule appointments with potential customers to continue with product offers and presentations. This helps agents move closer to completing a sale.

Product Launching

We have successfully launched at the Malaysia branch, and Indonesia is scheduled to launch this quarter as well

As of November 2024, it has been launched at Allianz branches in Malaysia, and in Indonesia, the product introduction and sign-off have been completed by both users and management. It will be launched in Q4 2024. Initially, the launch in Indonesia will focus on agents in Jakarta who have met sales targets in the past three months.

As of November 2024, it has been launched at Allianz branches in Malaysia, and in Indonesia, the product introduction and sign-off have been completed by both users and management. It will be launched in Q4 2024. Initially, the launch in Indonesia will focus on agents in Jakarta who have met sales targets in the past three months.

As of November 2024, it has been launched at Allianz branches in Malaysia, and in Indonesia, the product introduction and sign-off have been completed by both users and management. It will be launched in Q4 2024. Initially, the launch in Indonesia will focus on agents in Jakarta who have met sales targets in the past three months.

Lessons Learned

Handling different requirements across branches

Handling different requirements across branches

Handling different requirements across branches

Since this product will be used by Allianz agents throughout the Asia Pacific region, each branch is bound to have its own unique requirements and policies. As a result, we are expected to meet and accommodate all these diverse needs efficiently.

Since this product will be used by Allianz agents throughout the Asia Pacific region, each branch is bound to have its own unique requirements and policies. As a result, we are expected to meet and accommodate all these diverse needs efficiently.

Since this product will be used by Allianz agents throughout the Asia Pacific region, each branch is bound to have its own unique requirements and policies. As a result, we are expected to meet and accommodate all these diverse needs efficiently.

Understanding the jobs to be done and the significance of design principles is essential.

Understanding the jobs to be done and the significance of design principles is essential.

Understanding the jobs to be done and the significance of design principles is essential.

When I was initially briefed to develop the design for this product, I was given the freedom to explore, but still within the guidance provided by Allianz. It was fun, and I enjoyed the process. I had the opportunity to explore and experiment with many ideas.However, after conducting usability testing with users, it turned out they didn’t need too many gimmicks or fancy flows that were too long. This was evident from the low scores during the first iteration.After making further iterations, I realized that straightforward solutions worked best. This was confirmed by the improved scores.As designers, we sometimes try to create solutions that are flashy and pleasing to the user, but what users actually need are solutions that help them achieve their goals quickly and easily.

When I was initially briefed to develop the design for this product, I was given the freedom to explore, but still within the guidance provided by Allianz. It was fun, and I enjoyed the process. I had the opportunity to explore and experiment with many ideas.However, after conducting usability testing with users, it turned out they didn’t need too many gimmicks or fancy flows that were too long. This was evident from the low scores during the first iteration.After making further iterations, I realized that straightforward solutions worked best. This was confirmed by the improved scores.As designers, we sometimes try to create solutions that are flashy and pleasing to the user, but what users actually need are solutions that help them achieve their goals quickly and easily.

When I was initially briefed to develop the design for this product, I was given the freedom to explore, but still within the guidance provided by Allianz. It was fun, and I enjoyed the process. I had the opportunity to explore and experiment with many ideas.However, after conducting usability testing with users, it turned out they didn’t need too many gimmicks or fancy flows that were too long. This was evident from the low scores during the first iteration.After making further iterations, I realized that straightforward solutions worked best. This was confirmed by the improved scores.As designers, we sometimes try to create solutions that are flashy and pleasing to the user, but what users actually need are solutions that help them achieve their goals quickly and easily.

Let’s
Collaborate

Design by Dias

Behance

Linkedin

Email

Medium

designbydias

2024

Let’s
Collaborate

Design by Dias

Behance

Linkedin

Email

Medium

designbydias

2024

Let’s
Collaborate

Design by Dias

Behance

Linkedin

Email

Medium

designbydias

2024