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

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

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

COMPANY

Allianz Indonesia

ROLE

UX Designer

UX Designer

UX Designer

Timeline

Q2 - Q3, 2022

Q2 - Q3, 2022

Q2 - Q3, 2022

Tools

Figma

Figma

Figma

Overview

The "Needs Discovery" menu was a longstanding feature within the Discover App, existing for several years without any documented reasoning or explanation regarding its purpose or its differentiation from other menus. In December 2020, the menu was temporarily disabled due to technical issues, specifically a library incompatibility with the iOS 15 update. Despite this, there was no significant feedback or complaints from users, specifically agents, regarding the deactivation of the feature.

Challenges

Why should we do the revamp?

A key challenge faced with the "Needs Discovery" menu was users' unfamiliarity with its purpose, as it lacked clear documentation and differentiation from other features in the app. This confusion led to low engagement and wasted time, as agents struggled to navigate through sections without understanding their value or functionality. The menu also added unnecessary complexity to the app, contributing to an overloaded interface that hindered productivity. To address these challenges, a streamlined redesign is needed, with clear communication of the menu’s purpose, to improve user efficiency and overall app usability.

A key challenge faced with the "Needs Discovery" menu was users' unfamiliarity with its purpose, as it lacked clear documentation and differentiation from other features in the app. This confusion led to low engagement and wasted time, as agents struggled to navigate through sections without understanding their value or functionality. The menu also added unnecessary complexity to the app, contributing to an overloaded interface that hindered productivity. To address these challenges, a streamlined redesign is needed, with clear communication of the menu’s purpose, to improve user efficiency and overall app usability.

A key challenge faced with the "Needs Discovery" menu was users' unfamiliarity with its purpose, as it lacked clear documentation and differentiation from other features in the app. This confusion led to low engagement and wasted time, as agents struggled to navigate through sections without understanding their value or functionality. The menu also added unnecessary complexity to the app, contributing to an overloaded interface that hindered productivity. To address these challenges, a streamlined redesign is needed, with clear communication of the menu’s purpose, to improve user efficiency and overall app usability.

Research and Findings

Uncovering Insights, Understanding Expenses

We interviewed 20 correspondents of various ages, ranging from 20 to 40, and of different genders. Our aim was to uncover the common approaches people use to track their expenses.

We interviewed 20 correspondents of various ages, ranging from 20 to 40, and of different genders. Our aim was to uncover the common approaches people use to track their expenses.

We interviewed 20 correspondents of various ages, ranging from 20 to 40, and of different genders. Our aim was to uncover the common approaches people use to track their expenses.

Verification Delays

Verification Delays

Verification Delays

Agents had to repeatedly check if policy benefits were similar before presenting them to customers, causing delays

Manual Illustration Creation

Manual Illustration Creation

Manual Illustration Creation

Agents had to create separate illustrations for each product manually, which was time-consuming and error-prone.

Customer Review Process

Customer Review Process

Customer Review Process

Customers had to review each illustration separately to compare fees, benefits, and premiums, making it harder to make quick decisions.

Delayed Clarifications

Delayed Clarifications

Delayed Clarifications

Agents had to contact team leaders for clarifications, slowing down the process and reducing efficiency.

Overall Inefficiency

Overall Inefficiency

Overall Inefficiency

The buying process was disjointed, with multiple steps that slowed down both agents and customers, leading to frustration.

Project Goal

Improve the user experience, streamline the decision-making process, and enhance efficiency.

Project Goal

Improve the user experience, streamline the decision-making process, and enhance efficiency.

Project Goal

Improve the user experience, streamline the decision-making process, and enhance efficiency.

How might we create an engaging and intuitive user experience that simplifies decision making to improves efficiency?

How might we create an engaging and intuitive user experience that simplifies decision making to improves efficiency?

How might we create an engaging and intuitive user experience that simplifies decision making to improves efficiency?

Increase Engagement with Needs Discovery/Need Analysis

Increase Engagement with Needs Discovery/Need Analysis

Increase Engagement with Needs Discovery/Need Analysis

Drive higher adoption and regular usage of the Needs Discovery/Need Analysis feature by streamlining its interface and making it more accessible for agents and customers.

Simplify Financial Planning

Simplify Financial Planning

Simplify Financial Planning

Reactivate the Needs Discovery tool as a user-friendly financial planning solution that helps users easily assess their needs and explore suitable options without unnecessary complexity.

Leverage Data for Illustrations

Leverage Data for Illustrations

Leverage Data for Illustrations

Integrate the data collected through Needs Discovery directly into the product illustration process, ensuring a seamless transition from needs analysis to policy recommendations. This integration will improve efficiency and reduce the need for manual input, ultimately speeding up the process and enhancing the customer experience.

Design Exploration

Seamless financial assistance to navigate the most suitable products for customer needs

image: High-level process of the new needs discovery

Could be used in a faster way

Could be used in a faster way

Could be used in a faster way

The feature should be made faster to help users complete tasks more efficiently. By removing unnecessary steps and improving responsiveness, we can save time and improve productivity. This will lead to a better user experience, allowing users to achieve their goals quickly and easily

The feature should be made faster to help users complete tasks more efficiently. By removing unnecessary steps and improving responsiveness, we can save time and improve productivity. This will lead to a better user experience, allowing users to achieve their goals quickly and easily

The feature should be made faster to help users complete tasks more efficiently. By removing unnecessary steps and improving responsiveness, we can save time and improve productivity. This will lead to a better user experience, allowing users to achieve their goals quickly and easily

image: the final design of onboarding and dashboard page

Can be utilized with both expense and income approaches

Can be utilized with both expense and income approaches

Can be utilized with both expense and income approaches

The feature could be designed to work with both expense and income approaches, helping users track and manage their finances more easily. This would make it simpler for users to understand their spending, set budgets, and make better financial decisions

The feature could be designed to work with both expense and income approaches, helping users track and manage their finances more easily. This would make it simpler for users to understand their spending, set budgets, and make better financial decisions

The feature could be designed to work with both expense and income approaches, helping users track and manage their finances more easily. This would make it simpler for users to understand their spending, set budgets, and make better financial decisions

image: The user has the freedom to choose between the income or expense approach.

Aligned with the available products

Aligned with the available products

Aligned with the available products

The feature should be aligned with the available products to ensure seamless integration and compatibility. By tailoring the functionality to match the specific offerings, users will have a more cohesive experience when selecting and managing products. This alignment ensures that the tool accurately reflects the available options, making it easier for users to navigate and choose the most suitable products for their needs. It also helps maintain consistency across the platform, improving user trust and satisfaction while reducing potential confusion or errors in the selection process.

The feature should be aligned with the available products to ensure seamless integration and compatibility. By tailoring the functionality to match the specific offerings, users will have a more cohesive experience when selecting and managing products. This alignment ensures that the tool accurately reflects the available options, making it easier for users to navigate and choose the most suitable products for their needs. It also helps maintain consistency across the platform, improving user trust and satisfaction while reducing potential confusion or errors in the selection process.

The feature should be aligned with the available products to ensure seamless integration and compatibility. By tailoring the functionality to match the specific offerings, users will have a more cohesive experience when selecting and managing products. This alignment ensures that the tool accurately reflects the available options, making it easier for users to navigate and choose the most suitable products for their needs. It also helps maintain consistency across the platform, improving user trust and satisfaction while reducing potential confusion or errors in the selection process.

image: The final design shows users can get product recommendations based on their needs.

Result and Recognitions

In Q3 2022, following the release of the new Needs Discovery feature, there was a noticeable increase in submissions. While the growth may not have been substantial, it serves as clear evidence that the revamp had a positive impact. This uptick in submissions demonstrates that the improvements made to the feature resonated with users, offering them a more effective and streamlined experience. It also highlights the potential long-term benefits for the company, as enhanced user engagement can lead to increased productivity and better overall performance.

In Q3 2022, following the release of the new Needs Discovery feature, there was a noticeable increase in submissions. While the growth may not have been substantial, it serves as clear evidence that the revamp had a positive impact. This uptick in submissions demonstrates that the improvements made to the feature resonated with users, offering them a more effective and streamlined experience. It also highlights the potential long-term benefits for the company, as enhanced user engagement can lead to increased productivity and better overall performance.

In Q3 2022, following the release of the new Needs Discovery feature, there was a noticeable increase in submissions. While the growth may not have been substantial, it serves as clear evidence that the revamp had a positive impact. This uptick in submissions demonstrates that the improvements made to the feature resonated with users, offering them a more effective and streamlined experience. It also highlights the potential long-term benefits for the company, as enhanced user engagement can lead to increased productivity and better overall performance.

Lessons Learned

If it's broken, it must be fixed.

If it's broken, it must be fixed.

If it's broken, it must be fixed.

From the initial brief to revamp this feature, we encountered challenges due to limitations in the legacy code maintained by the development team. Despite these obstacles, we remained committed to demonstrating to all stakeholders the importance of the revamp and its potential positive impact on both the user experience and the company's overall performance. While convincing the team and addressing the challenges with the developers was not without difficulty, we firmly believed that addressing underlying issues was essential. As we often say, "If it's broken, it must be fixed," and this mindset drove our efforts to ensure that the necessary changes were made for long-term success.

From the initial brief to revamp this feature, we encountered challenges due to limitations in the legacy code maintained by the development team. Despite these obstacles, we remained committed to demonstrating to all stakeholders the importance of the revamp and its potential positive impact on both the user experience and the company's overall performance. While convincing the team and addressing the challenges with the developers was not without difficulty, we firmly believed that addressing underlying issues was essential. As we often say, "If it's broken, it must be fixed," and this mindset drove our efforts to ensure that the necessary changes were made for long-term success.

From the initial brief to revamp this feature, we encountered challenges due to limitations in the legacy code maintained by the development team. Despite these obstacles, we remained committed to demonstrating to all stakeholders the importance of the revamp and its potential positive impact on both the user experience and the company's overall performance. While convincing the team and addressing the challenges with the developers was not without difficulty, we firmly believed that addressing underlying issues was essential. As we often say, "If it's broken, it must be fixed," and this mindset drove our efforts to ensure that the necessary changes were made for long-term success.

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