Legal Expenses Cover

Challenge

Nedbank Insurance wants to expand their product offering on their digital platforms by enabling the Legal expenses section so that clients may take up this product offering via the digital platforms. This product offering already exists on other sales channels and it’s addition to the digital channels hopes to enhance their client experience and possibly increasing sales.

Adding the product to the digital sales channels will hopefully boost sales by reaching more clients that prefer to use thedigital channels. This shift also improves client experience with a streamlined, user-friendly interface that’s easy to use and provides all the information a client needs to make an informed decision to take up a policy.

Solution

Based on the analysis of the business requirements, I collaborated with the team and designers in a workshop with stakeholders to outline the project's approach, including technical constraints and potential touchpoints. Once the UX requirements were defined, we moved into the ideation phase, taking the technical constraints and design patterns available into consideration.

We arrived at a solution that ulimately met the UX requirement and the proposed solution was tested with users. The overall sentiment toward the solution was great, with only minor usability drawbacks, which were addressed by making improvements to the solution based on the users' feedbacks.

The final design solution aimed to align with users' mental models, ensuring they are familiar with the design patterns needed to complete tasks efficiently. The solution also aimed to provide as much information as possible, without overwhelming the users, in order to help the users make informed decisions as they complete their tasks.

A comprehensive flow was meticulously crafted for clients on the Moneyapp and Online Banking platforms, the responsive design ensured a seamless journey for users on various devices, and branding elements were seamlessly integrated for a consistent identity.

Results

The legal expenses design project delivered outcomes by boosting Nedbank insurance's digital visibility and impact. Usability testing indicates that the user friendly interface and smooth browsing experience allowed clients to effortlessly access and interact with the details required to take up a policy.

The design focused on delivering comprehensive and understandable information, which greatly contributed to the flow's effectiveness. User feedback highlighted a strong positive reception of the legal insurance concept, with all tested users expressing enthusiasm about its benefits.

The impact was immediate and substantial: within the first week of going live, the site saw over 200 active policies. This momentum continued to build, with more than 600 policies secured in the first month. As of today, the platform boasts nearly 3,000 active policies, underscoring its success in meeting and surpassing client and business expectations.The final result is a dynamic digital experience that seamlessly integrates clarity, user engagement, and a growing number of policyholders.

Conclusion

This project underscored several key lessons essential for future endeavors:

User feedback remained invaluable throughout the process. It guided our design decisions and ensured that the final product effectively met user needs and expectations. Regular input from actual users not only validated our choices but also pinpointed areas for enhancement, making the end result more impactful and engaging.

Involving major business stakeholders at various stages was crucial. Their insights and perspectives played a significant role in aligning the project with strategic goals. Continuous engagement allowed us to address potential issues early and ensured that the design remained in sync with the broader business objectives.

Helping stakeholders clearly articulate and understand their true requirements proved essential. By fostering clear communication and translating complex needs into actionable design solutions, I streamlined decision-making and ensured that the final design effectively addressed stakeholder expectations.

In summary, integrating user feedback, maintaining ongoing stakeholder involvement, and clarifying their needs were pivotal in delivering a successful outcome. These practices will continue to guide my approach, ensuring that future projects are both user-centric and strategically aligned.