Bank Jago Livechat - Added a Livechat Feature to Connect With Customers in Real-Time
Bank Jago Livechat - Added a Livechat Feature to Connect With Customers in Real-Time
UX Case Studies
UX Case Studies
Project Overview
Project Overview
This project is one of the results of the UI/UX training for the Skilvul and Digital Talent Scholarship Program organized by the Ministry of Communication and Information (Kemkominfo) in July - October 2022. Bank Jago is the challenge partner in this program, and with the caveat that I am not working/contracted professionally by Bank Jago regarding this Case Study challenge. This project is an update to a feature in the Bank Jago application, namely Livechat. The focus of the UI/UX design that I created was to overcome the obstacles experienced by users during the will complaint process about Letter of testament document which had to be handled via email and took a long time to process the report. I use the Design Thinking to identify problems and develop potential solutions and user experience with the Bank Jago live chat feature.
This project is one of the results of the UI/UX training for the Skilvul and Digital Talent Scholarship Program organized by the Ministry of Communication and Information (Kemkominfo) in July - October 2022. Bank Jago is the challenge partner in this program, and with the caveat that I am not working/contracted professionally by Bank Jago regarding this Case Study challenge. This project is an update to a feature in the Bank Jago application, namely Livechat. The focus of the UI/UX design that I created was to overcome the obstacles experienced by users during the will complaint process about Letter of testament document which had to be handled via email and took a long time to process the report. I use the Design Thinking to identify problems and develop potential solutions and user experience with the Bank Jago live chat feature.
My Role
My Role
UX Research & UI/UX Designer
UX Research & UI/UX Designer
Responbilities
Responbilities
I have responsibilities as a user researcher and user interface designer in this project, such as conducting research using secondary research based on reviews of the Bank Jago application on Google Play, conducting In-depth Interviews and Usability Testing with Single Ease Questions, creating wireframes, High-fidelity design, style guides, and prototyping from the data obtained.
I have responsibilities as a user researcher and user interface designer in this project, such as conducting research using secondary research based on reviews of the Bank Jago application on Google Play, conducting In-depth Interviews and Usability Testing with Single Ease Questions, creating wireframes, High-fidelity design, style guides, and prototyping from the data obtained.
Timeline
Timeline
July - October 2022
July - October 2022
Tools
Tools
Figma
Google Meet
Google Form
Google Docs
Figma
Google Meet
Google Form
Google Docs
Design Process
Design Process
01
01
Empathize
Empathize
Understanding User Problem
Understanding User Problem
Secondary Research - Feedback From Review on PlayStore
Secondary Research - Feedback From Review on PlayStore
Secondary research conducted by performing collecting user feedback from the PlayStore of Bank Jago
Secondary research conducted by performing collecting user feedback from the PlayStore of Bank Jago
Pain Point
Pain Point
We categorize pain point based on secondary research from reviews bank Jago at Google PlayStore
We categorize pain point based on secondary research from reviews bank Jago at Google PlayStore
Problem, Goals, & Success Metrics
Problem, Goals, & Success Metrics
After conducting secondary research, which involved exploring Google Play Store reviews, we identified the main issues and determined the goals
After conducting secondary research, which involved exploring Google Play Store reviews, we identified the main issues and determined the goals
Problem Background
Problem Background
Bank Jago wants to create a feature related to the Letter of testament, but when filing a complaint, Bank Jago does not yet have a complaint feature to solve problems regarding the Will in a fast and real-time response, so it takes a long time to verify the document data via e-mail.
Bank Jago wants to create a feature related to the Letter of testament, but when filing a complaint, Bank Jago does not yet have a complaint feature to solve problems regarding the Will in a fast and real-time response, so it takes a long time to verify the document data via e-mail.
Goals
Goals
The complaint process between users and customer service is more time efficient and effective than the previous procedure.
Communication between users and customer service is more responsive and can chat in real-time.
The letter of testament can be sent to the system and will be processed by the technical team so that it can be verified correctly.
The complaint process between users and customer service is more time efficient and effective than the previous procedure.
Communication between users and customer service is more responsive and can chat in real-time.
The letter of testament can be sent to the system and will be processed by the technical team so that it can be verified correctly.
Success Metrics
Success Metrics
Every assigned Usability Testing task results in Single Ease Question score passed >5
Every assigned Usability Testing task results in Single Ease Question score passed >5
02
02
Define
Define
Specific Problem to Solve
Specific Problem to Solve
How Might We
How Might We
We try to set the stage and turn discovered problems into actionable challenges and statements with HMW (How Might We)
We try to set the stage and turn discovered problems into actionable challenges and statements with HMW (How Might We)
How can we help users make complaints about letter of testament documents to customer service in real-time?
How can we help users make complaints about letter of testament documents to customer service in real-time?
03
03
Ideate
Ideate
Potential Solution & Approaches
Potential Solution & Approaches
Prioritization Idea
Prioritization Idea
The ideas created at the Scenario Mapping stage then used the Solution Matrix method to prioritize the ideas and group them based on their complexity.
The ideas created at the Scenario Mapping stage then used the Solution Matrix method to prioritize the ideas and group them based on their complexity.
Affinity Diagram
Affinity Diagram
After collecting ideas at the prioritization idea stage, we decided to create a solution from ideas based on ideas that have high value but low effort.
After collecting ideas at the prioritization idea stage, we decided to create a solution from ideas based on ideas that have high value but low effort.
User Flow
User Flow
User Flow is the steps by the user when using the Livechat feature Bank Jago to complete a task. We created a user flow based on a prioritization idea and affinity diagram, the results:
User Flow is the steps by the user when using the Livechat feature Bank Jago to complete a task. We created a user flow based on a prioritization idea and affinity diagram, the results:
04
04
Prototype
Prototype
Feasible Solution
Feasible Solution
Wireframe
Wireframe
We create a more detailed low-fidelity design before creating a high fidelity design. Here is the wireframe for Livechat feature Bank Jago :
We create a more detailed low-fidelity design before creating a high fidelity design. Here is the wireframe for Livechat feature Bank Jago :
High - Fidelity Design
High - Fidelity Design
This is detailed of high-fidelity design for Livechat feature Bank Jago :
This is detailed of high-fidelity design for Livechat feature Bank Jago :
Try The Prototype
Try The Prototype
05
05
Testing
Testing
User Testing Result
User Testing Result
Usability Testing
Usability Testing
This Usability Testing stage uses the In-Depth Interview & Single Ease Question method to explore how user feedback is deeper. The assessment parameters are determined using the Single Ease Question. Respondents will rate the ease of use of each task by asking respondents to rate on a scale of 1 to 7 asking the respondent’s level of usability, comfort, and satisfaction each time they complete the flow.
This Usability Testing stage uses the In-Depth Interview & Single Ease Question method to explore how user feedback is deeper. The assessment parameters are determined using the Single Ease Question. Respondents will rate the ease of use of each task by asking respondents to rate on a scale of 1 to 7 asking the respondent’s level of usability, comfort, and satisfaction each time they complete the flow.
In-Depth Interview Task given to respondents and the results of the Single Ease Question:
In-Depth Interview Task given to respondents and the results of the Single Ease Question:
Research Result
Research Result
Based on the results of the research that I have completed, the following are the results of responses according to respondents, namely:
Based on the results of the research that I have completed, the following are the results of responses according to respondents, namely:
The interface is easy to use and quite good.
The flow of using the livechat feature is easy to understand when operating it.
The features for writing descriptions and uploading documents really help users in submitting complaints to customer service.
The interface is easy to use and quite good.
The flow of using the livechat feature is easy to understand when operating it.
The features for writing descriptions and uploading documents really help users in submitting complaints to customer service.
Conclussion
Conclussion
Based on the results of the research I have carried out, such as the solution ideas that I have provided and tested by users, the livechat feature really helps users in reporting problems they experience to customer service in real-time without having to wait a long time via e-mail. Users are satisfied with this feature because it is more effective and time efficient when they experience a sudden problem and want it to be resolved quickly and responsively by Bank Jago.
Based on the results of the research I have carried out, such as the solution ideas that I have provided and tested by users, the livechat feature really helps users in reporting problems they experience to customer service in real-time without having to wait a long time via e-mail. Users are satisfied with this feature because it is more effective and time efficient when they experience a sudden problem and want it to be resolved quickly and responsively by Bank Jago.