KANA THE INSURANCE ADVISOR
UX/UI DESIGN
Client:
Industry:
My Role
Project Time
Krungsri Auto
Insurtech
UX/UI Consultant
1.5 year
KANA is a chatbot, and a insurance advisor that helps users find the right insurance plan. Initailly, this project is a stand alone insurance chatbot, but at the end has become one of the sub app of the Krungsri Auto GO Superapp.
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This project was started from finding what the app could provide to the users, by having design sprint session with business team and stakeholders. I was part of the facilitation team. After the design sprint, I continue to be a part of the development team as a UX/UI designer.
Discovery phase
Before starting the ideation workshop, a secondary research has been done about the existing global insurtech, and mapped the technologies with the high-level customer journey. By doing this, we can see the how technology is used to help fulfill user needs.
Possible tech solutions mapped to customer journey.
Customer journey done by participants in the design sprint.
In the design sprint workshop, research and information was presented and, after lots of ideations, ideas were gathered and a prototype was created to test the idea. After the tests and iterations a MVP of the insurance chatbot was defined. From then the project started to the development phase.
User flows designed in the development phase.
Pointed out by the stakeholders, personal accident, health, travel, and savings insurance were the flows we had to worked on first. User surveys and user interviews were done to gain insights that were used in the design of the flows. After the prototype has been done, usablity testing were also been done regulary when we needed to tested out a new flow, such as adding your identification documents, signing e-signature on a mobile screen. Iterations were done immediatly and test again if our UIs have bad result repeatly. A/B testing on some option of UIs was also one of the method we like to do internally with the team to get fast results.
Now the app is live on the Krungsri Auto's GO app as the insurance sub app.
