Our team got an ambitious task to make a simple and understandable MVP for client onboarding and to sell insurance services in 90 seconds. We decided to use the design thinking tool and agile technology to develop the MVP concept.
At the stage of empathy and focusing we conducted interviews with potential customers: we learned about their experience in home insurance, problems they encountered in receiving payments. We developed customer journey maps (CJMs) and came up with a lot of ideas for the first prototype.
First, we designed the prototype in Figma and tested it on users, then we collected feedback and finalized the mock-ups.
We have two characters Valera and Sofia. Valera told a story about how to protect an apartment by buying an insurance certificate from Mango. Sofia helped buy and pay for insurance through a chatbot. Communication was based on bright and positive images, simple and clear explanations about the insurance product.
Sofia's function was to help the client learn about the important conditions of insurance certificate and pay for it online. To solve this problem we chose chatbot as the most effective solution to help clients 24/7. We integrated the chatbot with Facebook, so that the client did not need to enter his name. To quickly fill in the fields, enter the address and calculate the square meter of the apartment, we integrated chatbot with DaData.
We constantly tested our solution on users and improved it in order to reach as close as possible the goals set by our customer. Development process was delivered in 2-week sprints. When we tested our prototype with a moderator we were sure that our client's goals will be achieved.
We need to suggest an additional design solution and to develop website sections «Terms and Conditions», «About the Company» as well as to work out trust metric both to product and company name. We had to abandon the idea with chatbot because it turned out not a very habitual solution for a mass client. Chatbot Valera fulfilled his mission and it was replaced by landing page.
As a result the final version of website home page included a detailed description of entire process of purchasing insurance certificate, benefits of Mango as a reliable company, an explanation of insurable event registration and getting insurance payout. We proposed to create a separate page section with official information about the company and its capital to demonstrate to customers the reliable partners of young insurtech startup Mango. In perspective we planned to publish customer reviews and personal stories about the insurance helps clients.
As a result the final version of website home page included a detailed description of entire process of purchasing insurance certificate, benefits of Mango as a reliable company, an explanation of insurable event registration and getting insurance payout. We proposed to create a separate page section with official information about the company and its capital to demonstrate to customers the reliable partners of young insurtech startup Mango. In perspective we planned to publish customer reviews and personal stories about the insurance helps clients.
Our team helped Mango enter the market in 10 months from development to the sales launch.
