3. Design & Iterations
The goal in designing the workflow was not to replicate the paper form exactly but to adjust and simplify each step, ensuring an easy process for users. Leveraging our database capabilities, certain fields can be pre-filled or removed as we already have that information on record, significantly reducing the time required for users to complete the form.
Drawing on my understanding gained from prior insights into insurance and use cases, as well as the information architecture, I developed the initial version of the LoFi wireframes and sought functionality input from our SME and design insights from our design strategist. I then refined the wireframes based on their valuable feedback.
Component-driven HiFi design
In a life insurance policy, policyholders can initiate various common servicing actions, also known as transactions, including legal name changes and beneficiary edits. To maintain UI consistency across all transactions, we developed a workflow model with reusable components. Applying this model, I adapted the components for the loan and withdrawal use case in this particular flow.
(See final designs for taking a loan below. Withdrawal process is the same with change of wording, hence not showing here.)
• Because the interest rate changes from policy to policy, the loan flow has to start under the specific policy page. The entry point starts under All Actions (page to be designed).
• Each time the user can only request a loan from one policy.
• When user’s policy does not have enough cash value, they cannot take a loan from the policy. In this case the Loan tile will be disabled.
• Users need to enter loan amount, tax withholding, and review the summary.
• Users can go back to a previous step to make changes, while the progress of their current step is saved.
Delivery of payment:
• Users have two options for payment - direct deposit or a check mailed to their addresses.
Confirm and sign:
• Users can review their policy information, loan request summary, and the payment delivery method they chose. They can make changes to any of these sections.
• After e-signing the loan request, depending on the policy, the request could be instantly approved, or take 48 hours to process. If it is approved, we offer user a redirection to set up loan repayment under Billing & Payments tab of the app.
• Ensuring agent access throughout allows for a) user support at any step, and b) timely notification to agents of changes from their clients, enabling the opportunity to proactively maintain the policy in force.
• Currently this function is not included in final design because it could be a platform-wide solution that we will explore in the future.