eClaims - My Sun Life HK

UX Research, UI Design and User Testing

During my Internship at Sun Life Hong Kong, I have the privilege to design their eClaims feature. It was an amazing experience to work on a brand new interactions that provide convenience for the customers.

Background

My Sun Life HK is a mobile application that helps the clients to check their coverages, manage their funds and eClaims. eClaims is one of the features that help users submit accident or hospitalization & surgical claims by filling in forms and providing supporting documents in their mobile.

Final Design

Goal

The goal of My Sun Life HK is to create a mobile solution that empowers clients to manage their protection and savings needs from anywhere, anytime and to do so with confidence and transparency.

The Problem of traditional claim process

  • Inconvenient and complicated paper claiming process - requiring printing forms and mailing in documents

  • Having to call Client Service or Advisor for the status of claims

  • Takes long time to get paid – 7 days average

  • Couldn’t find the details of claims procedure on the website

Why is it important to the company and the users?

  • Client’s frustrations on the claiming process are affecting their willing to use the company’s financial products continuously

  • Client Service Center and Advisors help clients to check their claim status created additional workload for them

By launching an electronic claim solution, we expect clients engage with the product easily ,gain confident with the claiming process and reduce advisors work.

Research

Before we dive into creating this feature, we did some research on how our competitors introduce eClaims feature to their clients.

The goals of this research is to understand

How many information the users need to input in order to complete the claim?

  • We found that most of our competitors minimize the information that the users need to input. Allow the app to track client basic information just by inputing their date of birth and ID number.

What features the competitors have are appealing to the users that we can adopt?

  • After going through the claim process of competitors’ sites, they offer to payout in 24 hours for submissions that under a certain amount which it’s very beneficial for the clients who needs financial support.

  • The users are also able to track their claim process and receive notification once their submission is approved. Keep users updated and reduce workload from advisors and call centre.

Final eClaim Process

  1. Tell us what happen

    • Users need to fill in the information about the accident such as date of accident, nature of injury, name of doctor etc. However, they don’t need to input their personal information because we can retrieve it by their date of birth and ID number when they register an account in this app.

  2. Snap documents

    • Users need to snap a picture of the supporting documents.

  3. Claims Assessment

    • When the claim is under assessment, users are able to check their claim status using the app. We want to keep the process transparent and updated for our clients.

  4. Payment

    • Once the claim is approved, we will show the detail of the payout to make sure the what’s paid.

UI Iterations

User Testing

We did a user testing to test out the problems existing in the prototype. We interviewed 6 existing clients and get their feedback on our app.

User Testing flow

Step 1:  Ask general questions to understand the background of participants

  • What method did they use to submit claims before?

  • How often do they submit claims?

Step 2:  Perform task

  • Submit a claim according to the scenario and receipt

Step 3:  Feedback

  • Ask them if there are any feedbacks or comments

Step 4:  Evaluation

  • Evaluate the feature using scale (1=worst, 5=excellent)

User Testing Findings and Iteration

We used screen and video recording as the documentation of our user testing

After reviewing the testing, we collect the findings into PowerPoint and videos. The purpose is to let business team and development team to understand why we need those changes.

Here are the main two problems we found in user testing:

  • Confuse about the type of claims

    • Solution: Do the thinking for the clients: no matter which type of claim they chose, we will choose the type with highest claim payout

  • No clear indication of claim is submitted

    • Solution: Add a page indicate claim is submitted

Claim Procedure on Website

Problem: The company’s website did not have a proper section to introduce claim procedure which the users found very frustrated when they want to submit a claim

Goal: Create a section to indicate the process of claim procedure clearly, and also promote the new eClaims feature in My Sun Life HK app

Result

  • Usage of business: covered over 95% of accident and hospitalizations & surgery claim submissions

  • Won Silver Award for Best App -Insurance Services and Bronze Award for Best App -Financial Services at the Mob-Ex Awards 2019

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