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PASSPORTCARD
Mobile app that provides automatic insurance support
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Pocket App
THE PROJECT
Customer - PassportCard
Role - Product Designer
Team - UX Design, UI Design,
Product Manager, Developers
ABOUT
PassportCard - Israel’s biggest travel insurance company.
In case of emergency, the insureds can charge their debit card in real-time. This way, the insureds can withdraw insurance cash in case of baggage delay, or pay for doctors’ treatment and medications in case of a medical emergency.
Until we arrived, the insureds could charge the card using only two channels - phone calls and WhatsApp messages.
We were instructed to expand the product so insureds can load their cards automatically in real-time.
THE GOAL
Providing PassportCard customers a secured and automated claim process and reducing manual operation on the company’s end.
Activate card - Chat bot flow
The Problem
The fastest way for an insured to load the debit card.
Operating a medical case abroad is usually difficult and can make you feel helpless.
An Insured abroad often does not know how to find service providers for calling, making an insurance issue all the more irritating.
The Insured’s need for support is often unmet when they call a service representative and encounter long waiting times.
Then, it takes even more time while they are being questioned about their case.
Just then, finally, the representative loaded their debit card to be used.
This is a long and tiring process, especially during an emergency.
Research
In any project I get, it’s essential for me to get to know the product in and out.
In this case, I studied the travel insurance industry thoroughly:
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Analyzed competitors to see how insurance providers solve issues abroad.
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Interviewed customer success agents - reviewed their day-to-day operation to understand the claiming process in depth.
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Interviewed with users to understand their pain points and the needs they felt weren’t being met while traveling abroad.
GETTING TO KNOW OUR USERS
My first step in the research process was to prepare questions and a list of things to pay attention to while researching.
Here are some things I wanted to learn for this project:
Customer service center:
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What preliminary data do they need to get from an insured?
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How long does the card’s loading process take until the insured can use it?
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Where and how do they collect the information of the insured?
Which platforms do they use?
Insured:
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What is the insured’s age range?
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Does the insured use other apps while waiting for the service representative?
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How long did the claiming process take in each of the existing channels (phone or WhatsApp)?
THE AUDIENCE
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© Passportcard
Insights
According to our research, waiting times for customer service were long, making our users feel helpless. The company didn’t benefit from this structure as well.
Many representatives had to be trained for a service center that operates 24/7.
As a result of recognizing the discomfort of the insureds and their need for efficiency, we’ve decided to create a chatbot app to solve those issues.
DESIGN PRINCIPLES
The solution
A Pocket app that allows the insured to independently load the card in two different cases:
a medical case or a delay/damage to their luggage.
The card would be loaded automatically using a chatbot after the insured answers several questions related to the case.
A chatbot is a solution that is well known and has proven its efficiency worth.
The psychic model of questioning in a bot is familiar and comfortable.
Two additional important features:
Relevant points of interest in the vicinity - helps insureds locate critical emergency services, such as ATMs, pharmacies, clinics, hospitals, and embassies.
Card information - telling the users how much money has been loaded into it.
Chat Bot Flow
CHAT BOT
Below is the flow chart for the loading the card in case of delay/damage to the luggage case.
Design
CARD ACTIVATION
The most significant users’ pain point was the long waiting times on the phone to submit a claim verbally.
To make this the fastest and most clear process for the users, we've used a prominent first CTA,
"Card Activation".
The insured can load the card in two cases:
A medical case or a delay/damage to their luggage.
Here you can see the user's process when loading the card in the former.
Chat bot flow - delay/damage to luggage
CREATE CODE FLOW
It was essential for us to meet the users’ need for security.
After loading the card, a pin code is generated, allowing the user to withdraw cash from an ATM. We considered that a user might not remember their pin code, so we allowed a new pin code to be issued.
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The Results
BUSINESS IMPACT
Significant decrease in support calls
Numerous app downloads
User engagement with the app