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
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
We use a future journey mapping approach, where we design the ideal customer journey by drawing inspiration from best-in-class experiences across various industries. We then conduct user testing to ensure the solution is desirable, while engaging subject matter experts to confirm its technical and operational feasibility.
We use a future journey mapping approach, where we design the ideal customer journey by drawing inspiration from best-in-class experiences across various industries. We then conduct user testing to ensure the solution is desirable, while engaging subject matter experts to confirm its technical and operational feasibility.
Inspiration Gathering Session
We gathered global inspirations from leading services in customer experience, supply chain, and marketing. Using a matrix methodology, we assessed how each of these inspirations could inform and strengthen different bancassurance products.
We gathered global inspirations from leading services in customer experience, supply chain, and marketing. Using a matrix methodology, we assessed how each of these inspirations could inform and strengthen different bancassurance products.
Journey Mapping Sprint
We facilitated a 5-day online workshop series with 14 participants, bringing together diverse perspectives from across the organisation. Through collaborative activities, we generated sacrificial service concepts to explore new ways of enhancing the end-to-end product journey. This approach allowed us to rapidly test bold ideas, uncover user needs, and identify opportunities for impactful service improvements.
We facilitated a 5-day online workshop series with 14 participants, bringing together diverse perspectives from across the organisation. Through collaborative activities, we generated sacrificial service concepts to explore new ways of enhancing the end-to-end product journey. This approach allowed us to rapidly test bold ideas, uncover user needs, and identify opportunities for impactful service improvements.
Testing Sprint
Over two weeks, we conducted online testing and in-depth interviews with 12 respondents to gather feedback on the prototyped concepts selected by the DBS team. This process helped us validate the desirability and usability of each concept, uncover user pain points and aspirations, and refine the solutions to better align with customer needs and business goals.
Over two weeks, we conducted online testing and in-depth interviews with 12 respondents to gather feedback on the prototyped concepts selected by the DBS team. This process helped us validate the desirability and usability of each concept, uncover user pain points and aspirations, and refine the solutions to better align with customer needs and business goals.
THE OUTCOME
Interview Highlights
We captured quick learnings that revealed how people perceived the product and how it fits into their daily lives. Our synthesis also uncovered nuanced insights across different insurance products, highlighting the unique journeys and touchpoints that shape each offering’s value to customers.
Design Principles
We developed a set of guiding principles to keep in mind when innovating these services, ensuring that every solution remains grounded in user needs.
Journey Maps
We mapped out the customer journey in detail, capturing user actions, touchpoints, and key questions at each stage. Alongside this, we outlined guiding principles to ensure every interaction delivers a seamless, meaningful, and user-centred experience.
CATEGORY
Research and Journey Mapping
SCOPE
Project Management
Client communication & scheduling
Research Support
Competitor benchmarking
User Testing
Synthesis
Workshop Support
Workhop design
Workshop facilitation
Design Lead
UX Design brief
UI/UX Design
Journey Map Generation
INVESTMENT
70-100k USD
DURATION
3 month
LOCATION
Jakarta
TEAM
Leadership
Daniel Hagmeijer
Research Lead
Sasha Kohar
Design Lead
Larasati
UX
Clarissa Adeline
Anugrah gusti
Ocky
Research and Journey Mapping
SCOPE
Project Management
Client communication & scheduling
Research Support
Competitor benchmarking
User Testing
Synthesis
Workshop Support
Workhop design
Workshop facilitation
Design Lead
UX Design brief
UI/UX Design
Journey Map Generation
INVESTMENT
70-100k USD
DURATION
3 month
LOCATION
Jakarta
TEAM
Leadership
Daniel Hagmeijer
Research Lead
Sasha Kohar
Design Lead
Larasati
UX
Clarissa Adeline
Anugrah gusti
Ocky
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