Overview

The Prudential internal B2B SaaS products empower various teams, including LBU sales, marketing, operations, and the sales experience team, to create customized mobile pages for selling insurance products. This innovative platform allows users to easily upload banners and incorporate relevant insurance business information, enhancing the overall sales process. With the ability to tailor mobile pages to meet specific needs, teams can effectively engage with potential clients and improve the user experience. By streamlining the presentation of insurance offerings, Prudential enables its teams to leverage technology for better sales outcomes and customer satisfaction in a competitive marketplace.

Business Objectives

The Challenges

UX design needs to be validated quickly to determine product visibility. Conducting end-user research and collecting user data and pain points initially was challenging..

The Solution

Set a roadmap and plan execute design and delivery by one by one business goal. One-stop product configuration covers everything from product logic to sales rules.

My Role

Design the app from concept to delivery

Concept

Write a short text about your service

Write a short text about your service

Write a short text about your service

Research

Delivery

6 Months

Nov 2022 to April 2023

Project Duration

I USED UCD PROCESS

Empathise

Target Users


Male and Female ages 20 to 60 older South Asian, LBU Sales, Operational team, Insurance agents, Business Leads and more

User Pain Points & Insights

In our first round of interviews, we conducted 3 out of 13 interviews with sales team to better understand their feelings towards and experiences with other E2E online platforms. I co-wrote our interview notes, which encouraged storytelling and guided conversation with participants.

User Research Summary

• There is no single platform where the business, sales, and product teams execute their plan.

• No product management online platform exists where I can see Transparent progress enabling LBUs to launch or withdraw products based on their marketing plan.

• There is no digital platform where I can review product sales and analyze user conversion of each distribution channel.

• I want flexibility in managing my insurance policies and payments.
Manage Insurance legal documents

USER PERSONA

Age: 34, Sales Manager, Digital Insurance Product

Michael Anderson

Attitude: Transparent progress enabling LBUs to launch or withdraw products based on their marketing plan. I believe that investing in my health is the key to living my best

Challenges & pain points

Tasks & activities

Touch points & channels

• Struggles with legacy systems that haven't adapted to modern practices.

• Finds difficulty aligning product development timelines with marketing campaigns.

• Experiences resistance to change from team members accustomed to outdated methods.

• Has trouble garnering clear customer requirements before product launches.

• Consistently review competitor offerings to identify areas for differentiation.

• Engage with clients to collect critical feedback regarding product performance.

• Prioritize product enhancements based on quantitative research and qualitative input.

• Attend training sessions to stay updated on industry standards and regulations.

• Struggles with legacy systems that haven't adapted to modern practices.

• Finds difficulty aligning product development timelines with marketing campaigns.

• Experiences resistance to change from team members accustomed to outdated methods.

• Has trouble garnering clear customer requirements before product launches.

User Journey Map Key Features

DEFINE & IDEATE

We combined our research and observed where our target users’ problems existed. We analyzed our insights using affinity diagramming, a method for gathering large amounts of data and organizing them into groups or themes based on their relationships.

Starting the Design

• Paper Prototypes

• Digital Wireframes

• Low-Fidelity Prototype

• High-Fidelity Prototype

• Usability studies

Prototype

A final UX prototype is a near-final version of a digital product or interface that is ready to be handed off to the development team. It is an interactive model that simulates the user experience and is used to validate the design concept before the final product is released.

I used

Pass Design System

to create the amazing design

Usability Testing

• From the usability tests, the general observation which was noticed was that the basic flow and experience of the app for the user was straight forward and made sense.

• However, there were some consistent areas where most of the users would get confused or lost. Some found multiple options to choose from as overwhelming while some users really appreciated that they could choose exercises as per their mood.

• It was interesting to find that most of the users had a different favourite feature from the app. This finding gave me an assurance that every feature which have I included, has a purpose, appealed to different users, and it wasn't a case of a dominant feature over a consistently weaker or confusing one.

Conclusion

When building a product to improve someone’s mental health, there is no clear path from A to B to enhance someone’s mental health, unlike building an app that delivers meals. We need to test our mental health solution over a longer period to discover if it is beneficial to others. Even though extensive testing takes more time and resources, we’re more likely to find the proper solution and assist people in overcoming their difficulties. I think it’s an investment worth making.