How to design an app for busy customer
This is a tool from Prudential to help their agent to be able quickly engage with their potential customer.
UI and UX Designer:
The web app is for their internal
Sometime it’s hard to engage with potential customer to find out their need. Especially when the time was short, crowded and most of the time is not ideal to have proper conversations. We trying to solve those problem with a tool to help their agent to give better product recommendation with nice user experience but still be able to provide detail informations.
We were conducting series of brainstroming and exercise with the stakeholder to get the problem statement and catch up some ideas of how their agent gonna use it the field.
The result: We found that the majority of their agent that are going to use the app is their new agent. Unexperience agent tend to use this app as their guideline to start the conversation or engage with their potential client.
We started with design principle to give better guideline how we are going to build / wireframing the app. We decided to use clean minimalist layout and remove unecesary visual, but we still using a bit of bright color as the vocal point. This is because, most of the time, their potential customer is in hurry.
Sometimes their present in poorly lit place (such as MRT station) and a lot of visual noise (such as Mall). We are hoping with our design apporach would help customer to understand the informations as clear as possible.
To help agent to lead the conversation, we give them list of curated short questions that would then present a product recommendation based on their answer.
The result would be series of product recommendation with simple graph and some explanations.
At the end of the session we add a page for agent to get their potential customer information such as email and phone number – if customer want to share.
Using card based system with big and bold text. We want to make sure that the agent is able to see / read the questions as clear as possible. We also add few small but eye catching call to action to guide them to navigate the app.