The Manulife SG App: setting the foundation right
Our customers consistently highlighted the value of having a dedicated app to access their policies, preferring it over a web-only experience. Responding to this feedback, with limited resources and complex constraints, the goal of this project was to create a new hybrid app that would provide a seamless way to access all 16 of our self-serve policy services.
Role
UX and UI
Team
UX team of one
Work
UX, UI, Art & concept
Outcomes
A new insurance app. The result was a new app with improved information architecture, UI, and UX. Customers can now view their policies in a single portfolio and manage their accounts with direct access to all 16 self-service options.
Established a strong design x technology foundation. We created a robust design and technology foundation that allows for easier customization. This empowers future designers to innovate with fewer technical limitations.
Foundation for future design innovations. The new information architecture and visual design have been established as the foundation for future projects on our product roadmap.
Vision
From an experience pov, I envision an app that is not only intuitive but also emotionally supportive. For example, if a customer is filing a claim after an unfortunate event, the app's journey would be carefully tailored to their emotional and practical needs. It would use intentional design and visual elements placed contextually to evoke a sense of hope and reassure them that they are not alone.
Despite the technical constraints of unifying our codebase from the existing customer platform, I saw an opportunity to push past the status quo. My objective was to modernize the UI, improve the UX, and set a new, scalable design standard for the entire organization.
Outcomes from this MVP
A new insurance app
The result was a new app with improved information architecture, UI, and UX. Customers can now view their policies in a single portfolio and manage their accounts with direct access to all 16 self-service options.
Established design foundation
We created a robust design and technology foundation that allows for easier customization. This empowers future designers to innovate with fewer technical limitations.
Foundation for what's coming
The new information architecture and visual design have been established as the foundation for future projects on our product roadmap.