1. Independent Agent: Seeking additional income by selling insurance policies to customers in underserved markets.
2. Partner Agent: Incentivized to cross-sell BimaPlan insurance policies to their existing users/customers through strategic partnerships.
3. Customers: Looking for an insurance policy to protect their and their family's economic well-being against unforeseen risks.
1. With a seamless digital experience, agents can be onboarded and trained to effectively sell insurance policies online, improving their understanding of available policies.
2. Providing the right incentives motivates agents to sell insurance actively, leading to sustained interest in their work.
3. A reward and recognition program encourages agents to refer potential sellers, ultimately boosting sales.
- Conducted a comprehensive competitor analysis to understand the underserved insurance market landscape and identify gaps in existing offerings.
- Evaluated competitors' strengths, weaknesses, and unique value propositions to identify opportunities for differentiation.
- Utilized analytics tools to gather data on app downloads, agent registrations, training completion rates, and user behavior in pilot regions.
- Monitored user interactions through heatmaps, session recordings, and feedback surveys to identify friction points and areas for improvement.
- Conducted in-depth interviews with residents from diverse socioeconomic backgrounds in underserved areas to understand their insurance awareness, financial literacy, technological proficiency, and specific pain points.
- Interviewed potential agents from these communities to gauge their motivations, concerns, operational challenges, and support needs.
- Low insurance awareness and limited financial literacy among residents in underserved communities.
- Language barriers, technological constraints, and cultural nuances in accessing and understanding insurance products.
- Agents motivated by supplemental income opportunities but deterred by complex processes, lack of training, and inadequate incentives.
- Trust deficit and skepticism towards insurance providers due to negative past experiences or misconceptions.
- Underserved Residents: Seeking accessible, affordable, and comprehensible insurance products to safeguard their families' financial security against unforeseen risks.
- Independent Agents: Looking for additional income streams by selling insurance policies within their local communities.
- Partner Agents: Incentivized to cross-sell insurance policies through strategic partnerships with local businesses, organizations, or community groups.
- Mapped out the end-to-end journey for each persona, identifying key touchpoints, pain points, potential roadblocks, and moments of truth.
- Explored the emotional, cognitive, and behavioral aspects of the journey to uncover underlying motivations and barriers.
- Limited insurance awareness, understanding, and trust among underserved residents.
- Language, cultural, and technological barriers in accessing insurance information and purchasing policies.
- Lack of comprehensive training, incentives, and support systems for agents, especially in remote areas.
- Inefficient and disconnected processes for policy selling, leading to high dropout rates among agents.
- Designed an intuitive UI with simplified navigation, visual aids, and contextual assistance for easy policy exploration, comprehension, and purchase.
- Incorporated educational resources, interactive quizzes, and gamification elements to improve insurance literacy among customers and agents.
- Introduced performance-based incentives, leaderboards, digital badges, and localized marketing campaigns to motivate and recognize agents.
- Created dedicated agent dashboards with performance tracking, training resources, and tools to streamline policy selling processes.
- Implemented a robust agent support system with dedicated support channels, FAQs, and knowledge bases.
- Conducted iterative usability tests with focus groups representing diverse demographics and regions for feedback and improvements.
- Implemented A/B testing to validate language clarity, cultural resonance, and user comprehension across diverse user segments.
- Conducted user feedback sessions to ensure culturally appropriate and motivating gamification elements, incentives, and recognition strategies.
- Collaborated with local partners, community organizations, and subject matter experts for iterative feedback loops to align agent dashboard functionalities and training resources with their needs.
- Increased app downloads and agent registrations by 45% within the first nine months in pilot regions.
- Training completion rates surged by 60%, leading to a 35% increase in policies sold.
- Witnessed a 50% rise in total monthly premium and a 32% increase in revenue generation.
- Improved customer satisfaction scores and agent retention rates, indicating enhanced trust and engagement with the platform.
