Shiva Kumar, Priyanka Pathania, Nishant Jain, Ashish and Ankush
Tools
Sketch, Invision, Balsamiq, Illustrator
Overview
Problem
Cycle dealers were experiencing a lot of difficulties in issuing cycle insurance through Toffee PWA due to network connectivity or technical errors. A lot of the cycle dealers felt frustrated due to the amount of time involved in policy issuance and the limited features of the web app. Moreover, it was getting difficult for the toffee team to capture the appropriate data to improve the user experience and integrate new features and products as well.
Toffee Insurance web app design (Old)
Notifications
Claims transparency
Customers data
Dealers commission data
Customer support
Dull Leaderboard/Milestones
These are the pain points and limitations of PWA for Cycle dealers and Toffee team.
As a result....
Low sales of insurance policies on cycles.
Reduced engagement rate of cycle dealers.
Lack of trust in Toffee Insurance.
Increased friction in insurance policy issuance and claim settlement.
?
How can we improve the Toffee experience and entice our users (cycle dealers) to sell more policies?
Solution
We designed Toffee Seller, a mobile app that empowers our users(cycle dealers) by providing them salient information regarding their commissions earned and push alerts on various offers run by Toffee Insurance to keep them engaged. It also enables users to get control over their customer's data, claims as well as market competition via a leaderboard.
01
Bigger and better homescreen
Whether cycle dealers wants to check their commission earned,Local rank or sell cycle insurance, every information has been kept upfront.
Toffee seller app shows the data about the number of policies sold and commissions earned by the cycle dealer in the current month, apart from that "clear credit" feature and Buyflow CTA saves a substantial amount of time in clearing credit as well as issuing the policy.
02
Claims experience redesigned
All the information cycle dealers need regarding claims, at one place.
Want a quick overview of the claims process? don't know how much time the claim will take in the settlement? No idea of documents required? Cycle dealers can get all this information in the claims section of the Toffee seller app.
Claim Status
Estimate Added
Estimate Approved
Add Invoice
Payment Transferred
03
Motivate with leaderboard
Ranking features to foster competition among all the cycle dealers in the market place and to motivate them to sell more policies.
Cycle dealers can use the leaderboard to check their ranking locally and would be able to unlock special incentives based on their performance.The more insurance gets sold the more incentives can be earned. However, ranking reset every month to remove bias.
1SS Overseas, Nashik★ 237
2SS Overseas, Ahmednagar★ 222
3Bali & Sons., Kohlapur★ 216
24Me · Level-1 · ₹5000 earned★ 110
04
Leveraging the data
Cycle dealers will instantly get the data of the customer to whom the insured cycle has been sold.
Data captured at the time of policy issuance will get stored on the server and instantly reflect in the seller app for the convenience of the cycle dealer. Moreover, the data could be used for customer engagement later, with the help of date and cycle model filters, customer data can be segregated easily.
Our Approach
01
Research
Competitive analysis
Interviews
Affinity Mapping
Personas
02
Design
Group Brainstorming
Wireframes
Pre-Iterations
Hi-Fi Design
Interactions
03
Evaluate
Usability Testing
Post-Iterations
My Contribution
As the UI/UX designer on the team, I advocated and participated in conducting user research and brainstorming sessions before arriving at solutions.
I did all the research and design activities with other designers and developers. Created Wireframes, Hi and low-fidelity designs, interactions, and testing.
After the product pushed to the market, I refined the designs by gathering feedback data and made improvements in the app.
Research
Competitive analysis
We first looked into the market to examine if there's already any similar insurance app and if so, then, how they are solving the problem.
We found that:
There was no product similar to the toffee seller app in the insurance market at that time.
There were apps for insurance agents and consumers but were lacking in unique features that Toffee insurance is offering.
No end to end claims experience by any competitor in an app.
Therefore, we hope to create a tool for our insurance sellers, to help them in selling policies impeccably without the hassle of claims and giving them complete transparency with the help of data.
Affinity mapping
To better understand the possibilities and features to be included in the app, we conducted affinity mapping sessions and asked developers, product managers, and graphic designers to participate in the activity, so that as a group, we can brainstorm solutions based on our findings. Simultaneously, we started analyzing the data of previous field visits to pick any problem which could be solved with this app.
Users Persona
To better guide our designs and enable everyone on the team to empathize with our users, We further synthesized the interview results and came up with the following personas.
Bio
Naveen lives in Tagore Garden (New Delhi) and owns a firefox cycle showroom in ModelTown. He has a good volume of cycle sales and maintains a good relationship with his customers.
Age - 45 Years Work - Businessman Status - Married Location - New Delhi Personality - Introvert Self Motivated - No Technology - Internet and Mobile apps Monthly Policies - 15-20
Needs
Increase the volume of sales
Customer Satisfaction
Motivation
Commissions
Customers loyalty
Frustrations
Difficulty in explaining insurance to customers
Disparity in commissions
Selling insurance hinders cycle sales
Bio
Sunny lives in Dwarka (New Delhi) and owns a Multibrand cycle showroom in Dwarka. He has a good volume of cycle sales and has a range of expensive cycles as well. He likes to experiment with sale strategies and is very clear about his business objectives.
Age - 25 Years Work - Businessman Status - Single Location - New Delhi Personality - Extrovert Self Motivated - Yes Technology - Internet and Mobile apps Monthly Policies - 25-30
Needs
Increase the volume of sales
Cater all age group and class
Motivation
Commissions
Ranking among local sellers
Frustrations
Hard to convince cycle buyers to buy insurance
Disparity in commissions
Slow system due to internet connection or mobile device
User Flow
With our research findings, old designs and personas in mind, I have created a user flow to visualize all the specific steps a user needs to take in coming to the platform and selling insurance policy.
