Dani Alief M
Dani Alief M

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

  1. The complaint process between users and customer service is more time efficient and effective than the previous procedure.

  2. Communication between users and customer service is more responsive and can chat in real-time.

  3. 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.

  1. The complaint process between users and customer service is more time efficient and effective than the previous procedure.

  2. Communication between users and customer service is more responsive and can chat in real-time.

  3. 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:

  1. The interface is easy to use and quite good.

  2. The flow of using the livechat feature is easy to understand when operating it.

  3. The features for writing descriptions and uploading documents really help users in submitting complaints to customer service.

  1. The interface is easy to use and quite good.

  2. The flow of using the livechat feature is easy to understand when operating it.

  3. 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.

Need a project?

Let’s talk.

@ 2024 Copyright Dani Alief M. All rights reserved

Need a project?

Let’s talk.

@ 2024 Copyright Dani Alief M. All rights reserved

Need a project?

Let’s talk.

@ 2024 Copyright Dani Alief M. All rights reserved