To enhance the P2I status tracking experience by designing an intuitive, user-centric interface that improves clarity, reduces friction, and aligns with business goals. The primary objective is to reduce policy withdrawals and increase PPMC-related NPS by addressing usability issues, better expectation-setting, and actionable feedback loops for customers.
March’23 - May 23 Research, analysis, design
June’ 23 - July’23
Development support
After customers make a payment for ACKO health insurance, they struggle to understand and navigate the health evaluation process—a required step where insured members undergo an assessment for ACKO to analyse risk and issue the policy.
This results in:
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Uncertainty about next steps
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A 4% withdrawal rate because customers hesitate to complete medical tests
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Lower Net Promoter Scores (NPS)
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Goals
Improve Contextual Clarity:
Help customers clearly understand the post-payment requirements (KYC, BMI questions, medical tests) for getting the policy issued.
Optimize Communication:
Send timely notifications about required actions to minimize delays.
Enhance Status Tracking:
Provide a clear, member-specific status view for better engagement and accountability.
• The system fails to provide a consolidated and clear representation of the member’s status in one place.
• Inconsistent and ambiguous terms used without additional clarification.