About Turtlemint:
Turtlemint is an insurtech platform that operates as an online insurance marketplace. It provides a digital platform for users to compare and purchase various insurance products, including health, motor, life, and other types of insurance.
The primary target audience of Turtlemint are the insurance agents or digital partners (DPs). Turtlemint assists digital partners by providing them access to its online insurance platform, allowing for seamless integration and offering a diverse range of insurance products. Turtlemint aims to empower digital partners with tools and resources to enhance their capabilities in offering and managing insurance solutions for their customers.
1. Personal Accident
Problem Statement:
A redesign of the user journey for purchasing Personal Accident insurance on Turtlemint Pro was necessary, encompassing both the Turtlemint app and the website.
Process:
Several iterations and strategic approaches were employed during the redesign process, following an Agile design methodology. Initially, Personal Accident (PA) insurance was categorized into three plans, with one offering the flexibility to customize add-ons. After collecting user interaction data post the implementation of the initial designs, the following enhancements were made:
Streamlining the experience for DPs (Insurance Agents) in selecting plans along with their respective add-ons and facilitating easy sharing with customers.
considering that Personal Accident (PA) had a substantial amount of information to be presented.
2. KYC
Problem Statement:
Developing a Know Your Customer (KYC) process immediately following the user's selection of an insurance plan, including three distinct types of KYC options, keeping in mind the updated guidelines from the Insurance Regulatory and Development Authority of India (IRDAI). This also involved creating scenarios for potential KYC failures, wherein clear next steps needed to be communicated to the user.
Process:
We underwent numerous iterations in developing three distinct KYC journeys—CKYC, EKYC, and OVD. This involved engaging in multiple brainstorming sessions with stakeholders, generating iterations, conducting user testing, and subsequently refining them. Additionally, we explored a scenario where, in the event of failure in all three KYC flows, we would offer the user alternative insurers with comparable plans, thus allowing them to complete their KYC process.
3. Inspection
Problem Statement:
Creating a process for users to provide their vehicle inspection details prior to acquiring motor insurance, while also ensuring users are kept informed about the status of their inspection after submitting the details.
Process:
Initially, I took help the operations team to comprehend the nature of inspection and the current procedures involved. I sought insights from product managers regarding which aspects of the process were intended to transition to an online format. Subsequently, I generated conceptual sketches and engaged in brainstorming sessions with stakeholders. Afterwards, we developed a set of wireframes, gathered feedback, and concluded the final user flow.
4. Pay As You Drive
Problem Statement:
Introducing and informing users about the Pay-as-You-Drive discount available on motor insurance plans. Additionally, offering users the flexibility to select their driving limit, which in turn determines the discount applied to their premium.
Process:
Initially, we conducted market research and developed personas to identify the type of users who would be interested in Pay-as-You-Drive (PayD) plans. Following several brainstorming sessions and additional market research, we explored various methods to illustrate the discount. Presenting these options to stakeholders and a broader audience, including the design team and product leaders, we finalized the approach and subsequently crafted UX and UI designs for implementation.
5. Group Insurance
Problem Statement:
Designing a group product exclusive to a specific set of Distribution Partners (DPs). The process entails DPs selecting products for their customers, sharing the corresponding link with them, and overseeing the subsequent onboarding and purchasing procedures for the customers.
Process:
Given that this was a new and intricate product, we conducted a comprehensive session with the product team initially to elaborately understand what the product is. Subsequently, we devised distinct user flows for each of the previously discussed use cases. These were then presented to a broader audience, including representatives from compliance, business, and product teams, before progressing to the creation of wireframes.
6. Customer journey mapping
Problem Statement:
Developing customer journeys for various DP personas within Turtlemint Pro, covering the following scenarios: Pre-purchase, Purchase, and Post-purchase.
Process:
I began by reviewing several blogs and completing an online course to gain insights into creating customer journeys. Subsequently, I devised a standardized format for each use case, and proceeded to construct customer journeys for each of them.
7. Consumer engagement study
Problem Statement:
To enhance consumer retention and boost app usage for the recently launched consumer app, secondary research was imperative to identify effective strategies.
Process:
I began by reviewing several blogs and completing an online course to gain insights into creating customer journeys. Subsequently, I devised a standardized format for each use case, and proceeded to construct customer journeys for each of them.
