Overview

Customer Journey Transformation is state of art transformation for the existing Agent App which is used for end to end Customer onboarding. The whole idea of CJT is to take the existing Agent App to next level which simplifies, enhances customer onboarding experience.

Problem Statement

Existing Agent App which is used for Customer onboarding is not well designed. There are lot of friction points during the customer onboarding journey. This leads to poor digital adoption from the Agent community. The purpose of CJT is to reduce the friction points & increase the Digital adoption.

Users & Audience

Tata AIA Agents & Potential Customers/Leads.

Roles & Responsibilities

• Responsible for creating the complete UX/UI of the Agent App for Customer onboarding
• Co-ordinating with stake holders to understand requirements, existing challenges faced by the product team
• Coming up with Solutions to reduce the friction in user journey while accessing policy related services
• Creating Wireframes, Prototypes & Pixel perfect UI Designs

Scope & Constraints

From technology standpoint, there are lot of challenges for implementation of new app. There is lot of dependency with the existing Agent App. The success of CJT would depend on the smooth transition from old system to new one.

Outcome & Lessons