THE CONTEXT
DBS wants to better serve their customers with their insurance offerings by innovating new services, particularly for the following insurance products and commissioned WT indonesia to Produced design briefs and future-state journey maps to be used as guiding tools

THE APPROCAH

Inspiration Gathering Session
We collected inspiration from all around the world on the best services we can learn from.

Journey Mapping Sprint
Conducted a 14-person, 5-day online workshop series to generate sacrificial concepts of services to enhance the product journeys.

Testing Sprint
Conducted a 12-respondent, 2-week online testing and interviews were held to collect feedback on the prototyped concepts that were picked by the DBS team.

THE OUTCOME
Quick learnings that were gained which tells us what people
thought about the product and how it fits into their lives.

Interview Highlights
Synthesis on the nuance gathered on different insurance product and the uniqueness in it’s journey



Design Principles
A series of “rules” or values to keep in mind when innovating
for such services, to ensure it meets the user’s needs.


Journey Maps

The customer’s journey laid out with user actions, touchpoints, key questions and principles.

AWARD Singapore Design Award 2025

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CATEGORY
Research and Journey Mapping

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SCOPE
Project Management
Client communication & scheduling


Research Support
Competitor benchmarking
User Testing

Workshop Support
Workhop design
Workshop facilitation

Design Lead
UX Design brief
User testing
Synthesis
Journey Map Generation

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INVESTMENT
Undisclosed

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DURATION
3 month

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LOCATION
Jakarta

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TEAM
Leadership
Daniel Hagmeijer

Research Lead
Sasha Kohar

Design Lead
Larasati

UX
Clarissa Adeline 
Zhar
Udin
Ocky

Content &Training
Charmaine Loh
Maria Borrerro Sierra
Eric Dizon