Discovery phase and mobile app development for insurance company UNIQA
Project overview
UNIQA is an insurance company that contacted DICEUS for professional assistance in mobile app development. Their main goal was to improve customer engagement through the mobile app. The project is divided into two significant milestones – the discovery phase and the development stage. Firstly, we needed to analyze the user journeys and generate hypotheses about UNIQA’s clients. For that, interviews with users were conducted, user personas identified, and user journeys created. Based on the findings of the discovery phase, we formalized requirements for the new mobile app development and created the mock-ups. Secondly, the development phase is planned for iOS and Android mobile apps.
Client information
UNIQA Insurance Company (non-life insurance) has operated in the Ukrainian market since 1994 and has been a member of UNIQA Insurance Group since 2006. For many years, the company has stably remained the leader in the insurance market of Ukraine. UNIQA Insurance is a universal insurer and provides insurance solutions for corporate and individual clients. Currently, the company enters the TOP-3 insurers in Ukraine and has a nationwide sales network.
Business challenge
Traditionally, insurance is a paper-heavy business. Severe industry-specific regulations and rather complicated processes require plenty of documents that are continuously increasing. Meanwhile, customers expect simpler processes of policy purchasing, claim filing, reimbursements, etc. Thus, insurers start investing in digitization, which means becoming paper-free and introducing new ways of customer engagement. UNIQA contacted DICEUS with a similar challenge. Although the company already has a mobile app, its users are not satisfied with how it works. As a result, UNIQA’s customers avoid using the app. Instead, they prefer calling the call center or using a Telegram chat. So, our client wanted to double the number of customer requests via a mobile app and decrease the overload on the call center. Since UNIQA didn’t know why people didn’t use the app, the DICEUS team needed to conduct a business analysis and figure it out.
Technical challenges
UNIQA has a lot of internal software products to integrate with, a complex data flow process, and high-security standards (personal data processing). Thus, we had to consider all these points while performing business analysis and UX research.
Solution delivered
We started with a discovery phase aimed at gaining a clear understanding of the customer’s business and technical challenges as well as learning better who UNIQA’s buyer persona is. As a result, our UX researchers conducted a series of interviews with the users of the existing app and created user portraits, including user needs, goals, frustrations, habits, and expectations. That research helped us create a new app concept and offer mock-ups designed with a deep understanding of the customer’s business logic. In addition, we have recommended improvements for the internal systems and informed the client of the required integrations to make all the apps work as one system effectively. Finally, for the product development stage, we offered the technology stack, team composition, and defined non-functional requirements.
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Key features
Buy insurance online
Users can buy various insurance products directly from their mobile phones wherever they are at any time. People can choose the insurance they need, select various conditions, check the cost, and pay online. For example, while buying a travel insurance policy, they choose the number of travelers, trip dates, countries, etc., pay online, and get their policies by email. This feature allows customers to get convenient services quickly. The company, in its turn, is becoming paperless — the overload on the branches and call centers is significantly decreased.
Make an appointment with a doctor
Customers can easily make appointments with doctors through their mobile phones. You don’t need to contact the call center — you can arrange a visit in a few clicks. For that, users should specify their complaints, choose among the appointment options like a face-to-face meeting or telemedicine, choose the desired time and medical facility, inform if they need sick leave, and that’s it. Once the inquiry is processed, the user gets a notification with the appointment details.
Symptoms checker powered by Symptomate
The mobile app has a symptom checker powered by Symptomate, an online app for self-diagnosis. Users enter their symptoms, answer questions, and get a preliminary assessment of possible causes of their complaints. Symptoms checker helps users find the right words to describe their symptoms and understand their state of health. Along with entering complaints, people can also choose the parts of the body where they feel pain or have complaints. This game-like feature simplifies making an appointment with a doctor and makes it exciting.
Get status notifications and keep data
Customers are notified of their inquiries’ statuses directly in messengers (Telegram, Viber, WhatsApp, etc.). People get instant notifications about planned, canceled, or completed appointments. Users can also store their medical records and upload photos and images of such papers as doctors’ reports, diagnoses, medical prescriptions, etc. These features allow insured persons to be aware of their inquiries’ progress, and check, send, upload, or download any medical papers they have inside the app.
Value to our client
Our tech stack
iOS
AndroidClient feedback
We were impressed by the depth of the UX analysis they did in terms of our customer’s research, buyer persona creation, user journey mapping, etc. All the information like research findings, for instance, was presented in a clear form (presentations, Miro boards, clear infographics) so it was quite easy to understand what we need to build and why.
