Rebranding Logistics Insurance Platforms to Boost Efficiency
ResponsiveWebsite
DesignSystem
B2B
B2C
Insurance
Timeline
2021 / 4 months
Team
Lead Designer (1)
Product Designer (me)
Product Manager | Igloo (1)
Product Manager | Buka (1)
Developers (7)
Lead Designer (1)
Product Designer (me)
Product Manager | Igloo (1)
Product Manager | Buka (1)
Developers (7)
My Role
Expand design system
Drive user research
Design UX/UI
Expand design system
Drive user research
Design UX/UI
Background
Background
At Igloo, a leading insurtech company in Southeast Asia, we have the privilege of serving Bukalapak, Indonesia's largest e-commerce platform. Igloo offers logistics insurance services to Bukalapak's customers, ensuring protection for their purchases during delivery. In the event of damaged or lost parcels, Igloo steps in to provide efficient claim services. Our insurance solution comprises two key components: a Customer Portal designed for B2C interactions, allowing customers to easily file claims, and an Admin Panel utilized by Igloo's operations team for managing claims.
At Igloo, a leading insurtech company in Southeast Asia, we have the privilege of serving Bukalapak, Indonesia's largest e-commerce platform. Igloo offers logistics insurance services to Bukalapak's customers, ensuring protection for their purchases during delivery. In the event of damaged or lost parcels, Igloo steps in to provide efficient claim services. Our insurance solution comprises two key components: a Customer Portal designed for B2C interactions, allowing customers to easily file claims, and an Admin Panel utilized by Igloo's operations team for managing claims.
Business Goal
Business Goal
Enhancing product quality to attract more users and increasethe company's Gross Written Premiums (GWP).
Enhancing product quality to attract more users and increasethe company's Gross Written Premiums (GWP).
Enhancing product quality to attract more users and increasethe company's Gross Written Premiums (GWP).
Product Goal
Product Goal
Rebranding logistics insurance involves enhancing the B2C web claim portal and the B2B admin panel to boost efficiency.
Utilizing the Bukalapak project to expand the remaining 50% of the design system for B2C logistics insurance, and leveraging this significant project to create a company-wide design system for B2B from scratch.
Rebranding logistics insurance involves enhancing the B2C web claim portal and the B2B admin panel to boost efficiency.
Utilizing the Bukalapak project to expand the remaining 50% of the design system for B2C logistics insurance, and leveraging this significant project to create a company-wide design system for B2B from scratch.
Rebranding logistics insurance involves enhancing the B2C web claim portal and the B2B admin panel to boost efficiency.
Utilizing the Bukalapak project to expand the remaining 50% of the design system for B2C logistics insurance, and leveraging this significant project to create a company-wide design system for B2B from scratch.
Final Design 👉🏻 B2C Customer Portal
Enabling users to quickly find the item they want to claim and facilitating faster claim form completion.
Enabling users to quickly find the item they want to claim and facilitating faster claim form completion.
Allowing for the modification of claim items directly within the claim form, eliminating the need to start over.
Allowing for the modification of claim items directly within the claim form, eliminating the need to start over.
Enabling modifications to previously completed steps at any time without the need to go back, making it faster and more convenient for users to review and edit information.
Enabling modifications to previously completed steps at any time without the need to go back, making it faster and more convenient for users to review and edit information.
Making it clearer for users to know what the next step is.
Making it clearer for users to know what the next step is.
Enabling users to more clearly track the status of their claims.
Enabling users to more clearly track the status of their claims.
Adopting a mobile-first approach to responsive web design, ensuring a smooth user experience across different devices.
Adopting a mobile-first approach to responsive web design, ensuring a smooth user experience across different devices.
Final Impact
+10%
The Gross Written Premiums (GWP) increased by 10%
+80%
The overall user satisfaction rose by 80%
Final Design 👉🏻 B2B Admin Panel
A clearer arrangement of different insurance product entries, enabling users to quickly identify which project they need to manage.
A clearer arrangement of different insurance product entries, enabling users to quickly identify which project they need to manage.
Introducing more convenient filtering and a more systematic table display to help users find the data they need faster.
Introducing more convenient filtering and a more systematic table display to help users find the data they need faster.
A simple top-to-bottom visual hierarchy arrangement that allows users to quickly read the detailed information they need.
A simple top-to-bottom visual hierarchy arrangement that allows users to quickly read the detailed information they need.
Enabling users to make quicker decisions on customer-submitted claim information (approve, reject, pend).
Enabling users to make quicker decisions on customer-submitted claim information (approve, reject, pend).
Final Impact
-26%
Task completion time was reduced by 26%
+79%
The overall user satisfaction rose by 79%
How did I get there？
Design Process
Design Process
Priorities for the projects were set based on their importance, starting with B2C before moving on to B2B. The design followed the Double Diamond process.
Priorities for the projects were set based on their importance, starting with B2C before moving on to B2B. The design followed the Double Diamond process.
B2C 👉🏻 Customer Portal
Research
Research
Interviewed 10 users.
Interviewed 10 users.
Persona
Persona
User Journey
User Journey
Main Problems
Main Problems
How can we enable users to quickly find and select the item they want to claim?
How can we make it easier and faster for users to complete the claim form?
How can we provide users with a clearer way to track the status of their claim, so they know what actions to take next?
How can we enable users to quickly find and select the item they want to claim?
How can we make it easier and faster for users to complete the claim form?
How can we provide users with a clearer way to track the status of their claim, so they know what actions to take next?
1
1
1
1
“How can we enable users to quickly find and select the item they want to claim?”
“How can we enable users to quickly find and select the item they want to claim?”
“How can we enable users to quickly find and select the item they want to claim?”
“How can we enable users to quickly find and select the item they want to claim?”
“How can we enable users to quickly find and select the item they want to claim?”
👉🏻 Before
👉🏻 Before
👉🏻 Before
👉🏻 Before
👉🏻 After
👉🏻 After
👉🏻 After
👉🏻 After
2
2
2
2
“How can we make it easier and faster for users to complete the claim form?”
“How can we make it easier and faster for users to complete the claim form?”
“How can we make it easier and faster for users to complete the claim form?”
“How can we make it easier and faster for users to complete the claim form?”
“How can we make it easier and faster for users to complete the claim form?”
👉🏻 Before
👉🏻 Before
👉🏻 Before
👉🏻 Before
👉🏻 After
👉🏻 After
👉🏻 After
👉🏻 After
3
3
3
3
“How can we provide users with a clearer way to track the status of their claim, so they know what actions to take next?”
“How can we provide users with a clearer way to track the status of their claim, so they know what actions to take next?”
“How can we provide users with a clearer way to track the status of their claim, so they know what actions to take next?”
“How can we provide users with a clearer way to track the status of their claim, so they know what actions to take next?”
“How can we provide users with a clearer way to track the status of their claim, so they know what actions to take next?”
👉🏻 Before
👉🏻 Before
👉🏻 Before
👉🏻 Before
👉🏻 After
👉🏻 After
👉🏻 After
👉🏻 After
Responsive Design
👉🏻 Before claim
👉🏻 Before claim
👉🏻 Before claim
👉🏻 Before claim
👉🏻 File claim
👉🏻 File claim
👉🏻 File claim
👉🏻 File claim
👉🏻 Track claim
👉🏻 Track claim
👉🏻 Track claim
👉🏻 Track claim
B2B 👉🏻 Admin Panel
Research
Research
Interviewed 3 users.
Interviewed 3 users.
Personas
Personas
User Journey
User Journey
Main Problems
Main Problems
How can we help users to find data more quickly?
How can we facilitate faster information browsing for users to quickly decide on their next steps?
How can we help users to find data more quickly?
How can we facilitate faster information browsing for users to quickly decide on their next steps?
1
1
1
1
“How can we help users to find data more quickly?”
“How can we help users to find data more quickly?”
“How can we help users to find data more quickly?”
“How can we help users to find data more quickly?”
“How can we help users to find data more quickly?”
👉🏻 Before
👉🏻 Before
👉🏻 Before
👉🏻 Before
👉🏻 After
👉🏻 After
👉🏻 After
👉🏻 After
2
2
2
2
“How can we facilitate faster information browsing for users to quickly decide on their next steps?”
“How can we facilitate faster information browsing for users to quickly decide on their next steps?”
“How can we facilitate faster information browsing for users to quickly decide on their next steps?”
“How can we facilitate faster information browsing for users to quickly decide on their next steps?”
“How can we facilitate faster information browsing for users to quickly decide on their next steps?”
👉🏻 Before
👉🏻 Before
👉🏻 Before
👉🏻 Before
👉🏻 After
👉🏻 After
👉🏻 After
👉🏻 After
Design System
Takeaways
Through this project, I've learned that:
Through this project, I've learned that:
1
Stakeholder management is very important
The better your interpersonal skills, the smoother your work will progress, and the faster you can resolve conflicts when opinions clash.
1
Stakeholder management is very important
The better your interpersonal skills, the smoother your work will progress, and the faster you can resolve conflicts when opinions clash.
1
Stakeholder management is very important
The better your interpersonal skills, the smoother your work will progress, and the faster you can resolve conflicts when opinions clash.
1
Stakeholder management is very important
The better your interpersonal skills, the smoother your work will progress, and the faster you can resolve conflicts when opinions clash.
2
Prioritize calability in design
As a designer, it's important to remember that I'm not only designing for now but also for the future. This project taught me to think long-term, considering the broader impact and future growth potential of every design decision.
2
Prioritize calability in design
As a designer, it's important to remember that I'm not only designing for now but also for the future. This project taught me to think long-term, considering the broader impact and future growth potential of every design decision.
2
Prioritize calability in design
As a designer, it's important to remember that I'm not only designing for now but also for the future. This project taught me to think long-term, considering the broader impact and future growth potential of every design decision.
2
Prioritize calability in design
As a designer, it's important to remember that I'm not only designing for now but also for the future. This project taught me to think long-term, considering the broader impact and future growth potential of every design decision.
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