📱 UI/UX Case Study — IFG Life Customer Mobile App
🏷️ Overview
Life Customer is a mobile application that helps users manage their insurance policies, monitor financial plans, and stay connected with customer support from IFG. This case study explores the user experience and user interface challenges and improvements made to enhance usability, clarity, and engagement within the app.
🎯 Goals
Improve user onboarding and first-time experience
Simplify navigation for policy management
Enhance visual hierarchy and consistency in UI components
Build trust through clear communication and support access
🔍 Research
1. User Interviews & Pain Points
We interviewed 5 existing users of the app and found common issues:
Confusing navigation structure
Inconsistent UI elements
Difficulty finding policy details or submitting claims
Lack of real-time support visibility
2. Competitor Analysis
Apps analyzed: Prudential Pulse, AXA Mandiri, Allianz Smart Point
Findings: Competitors used clearer typography, faster support channels, and better personalized dashboards.
🔧 Problem Statements
Users are unsure how to locate their active policies and benefits
The claim submission process is unclear and tedious
Support options are buried under multiple steps
Visual design lacks clarity and modern styling
💡 Design Solutions
✅ Onboarding & Dashboard
Introduced a 3-step onboarding walkthrough with visual cues
Redesigned dashboard to highlight:
Active Policies
Total Coverage
Claims History
Quick Access Buttons (e.g., “Submit Claim”, “Contact Agent”)
✅ Navigation Overhaul
Switched to a bottom navigation bar with four core sections:
Home
Policies
Claims
Profile
Used clear labels and icons to guide users
✅ UI Redesign
Applied IFG brand colors with improved contrast for readability
Adopted a clean, card-based layout with a white background and bold call-to-actions
Consistent use of buttons, typography, and padding for better usability
✅ Customer Support
Added a floating chat icon accessible from every screen
Integrated FAQ and Live Chat in one place
Implemented chatbot for common questions (linked to AI engine like Lenna.ai)
📊 Usability Test Results
Task success rate improved from 62% → 93%
Time to submit a claim dropped by 38%
User satisfaction score (SUS) increased from 62 to 83
Users expressed higher trust in visual clarity and ease of use
🔄 Next Steps
Implement dark mode for better accessibility
Push notifications for policy renewal & claim status
A personalized assistant feature using AI for financial planning
✍️ Conclusion
By focusing on a cleaner user interface and clearer task flows, the Life Customer app became more intuitive and trustworthy for users managing important insurance-related activities. Continuous feedback, data-driven design, and user empathy were key to success.
