NN Group
Personal Retirement & Life Insurance Customer Interface Enhancement Strategy
BRIEF:
The Life Insurance and IRS division of NN Group presented specific requests for updating the portal utilized by their customers.
IRS Customer is a platform where monthly payments occur, and credit cards are commonly registered. Due to the lengthy time spent within the system, users' credit cards eventually become invalid. This presents challenges when users attempt to update their credit cards.
Additionally, converting accumulated funds into various investment options proves to be quite difficult. Users struggle to view, comprehend, and predict their earnings.
Furthermore, the bank seeks to encourage clients to increase their supplementary contributions and the monthly amounts paid. The State Contribution rate is not easily understood, nor can users readily determine the system's benefits and the potential savings achievable at its conclusion.
Since the State Contribution system undergoes yearly changes and possesses certain limitations, users find it challenging to grasp. Access to the fund advisor service remains similarly elusive.
NN Group
Personal Retirement & Life Insurance Customer Interface Enhancement Strategy
BRIEF:
The Life Insurance and IRS division of NN Group presented specific requests for updating the portal utilized by their customers.
IRS Customer is a platform where monthly payments occur, and credit cards are commonly registered. Due to the lengthy time spent within the system, users' credit cards eventually become invalid. This presents challenges when users attempt to update their credit cards.
Additionally, converting accumulated funds into various investment options proves to be quite difficult. Users struggle to view, comprehend, and predict their earnings.
Furthermore, the bank seeks to encourage clients to increase their supplementary contributions and the monthly amounts paid. The State Contribution rate is not easily understood, nor can users readily determine the system's benefits and the potential savings achievable at its conclusion.
Since the State Contribution system undergoes yearly changes and possesses certain limitations, users find it challenging to grasp. Access to the fund advisor service remains similarly elusive.
NN Group
Personal Retirement & Life Insurance Customer Interface Enhancement Strategy
BRIEF:
The Life Insurance and IRS division of NN Group presented specific requests for updating the portal utilized by their customers.
IRS Customer is a platform where monthly payments occur, and credit cards are commonly registered. Due to the lengthy time spent within the system, users' credit cards eventually become invalid. This presents challenges when users attempt to update their credit cards.
Additionally, converting accumulated funds into various investment options proves to be quite difficult. Users struggle to view, comprehend, and predict their earnings.
Furthermore, the bank seeks to encourage clients to increase their supplementary contributions and the monthly amounts paid. The State Contribution rate is not easily understood, nor can users readily determine the system's benefits and the potential savings achievable at its conclusion.
Since the State Contribution system undergoes yearly changes and possesses certain limitations, users find it challenging to grasp. Access to the fund advisor service remains similarly elusive.
PROCESS
01
STAKEHOLDERS MEETING
02
COMPETITORS ANALYSIS
03
REPORT OF THE IRS SECTOR OF TURKEY
04
NETNOGRAPHY RESEARCH AND MAKE PERSONAS
05
MODERATED USER TEST WITH TEN PEOPLE
06
INFORMATION ARCHITECTURE TEST - CARD SORTING WITH FORTY PEOPLE
07
WIREFRAMING
08
PROTOTYPING
09
FINAL DESIGNS
10
FINAL DESIGNS USER TEST WITH TEN PEOPLE
PROCESS
01
STAKEHOLDERS MEETING
02
COMPETITORS ANALYSIS
03
REPORT OF THE IRS SECTOR OF TURKEY
04
NETNOGRAPHY RESEARCH AND MAKE PERSONAS
05
MODERATED USER TEST WITH TEN PEOPLE
06
INFORMATION ARCHITECTURE TEST - CARD SORTING WITH FORTY PEOPLE
07
WIREFRAMING
08
PROTOTYPING
09
FINAL DESIGNS
10
FINAL DESIGNS USER TEST WITH TEN PEOPLE
PROCESS
01
STAKEHOLDERS MEETING
02
COMPETITORS ANALYSIS
03
REPORT OF THE IRS SECTOR OF TURKEY
04
NETNOGRAPHY RESEARCH AND MAKE PERSONAS
05
MODERATED USER TEST WITH TEN PEOPLE
06
INFORMATION ARCHITECTURE TEST - CARD SORTING WITH FORTY PEOPLE
07
WIREFRAMING
08
PROTOTYPING
09
FINAL DESIGNS
10
FINAL DESIGNS USER TEST WITH TEN PEOPLE
01
STAKEHOLDERS MEETING
IT
PRODUCT TEAM
SALES
MARKETING
SUPPORT
OPERATION
Interviews were conducted with various departments within NN Group, such as product management, marketing, sales, support, operations, and IT.
Their expectations for the project, their challenges, and their suggestions were thoroughly documented. Stakeholder questions:
1. What is your role in this project?
2. What must we do correctly to make this project worthwhile?
3. How would you individually define success for this project?
4. What part do you play in the project's success?
5. What goals are necessary for you to achieve success in this project?
6. What aspects are lacking or problematic in the current practice?
7. What should be the critical components of the new study?
8. Who are your main competitors, and what do you think their strengths and weaknesses are?
9. How do you plan to emphasise the products?
10. What can you say with certainty about your users?
11. What problems do your users commonly face?
12. Are there any aspects of this project that cause you concern?
13. Have you attempted any workarounds to address the issues? What are they?
01
STAKEHOLDERS MEETING
IT
PRODUCT TEAM
SALES
MARKETING
SUPPORT
OPERATION
Interviews were conducted with various departments within NN Group, such as product management, marketing, sales, support, operations, and IT.
Their expectations for the project, their challenges, and their suggestions were thoroughly documented. Stakeholder questions:
1. What is your role in this project?
2. What must we do correctly to make this project worthwhile?
3. How would you individually define success for this project?
4. What part do you play in the project's success?
5. What goals are necessary for you to achieve success in this project?
6. What aspects are lacking or problematic in the current practice?
7. What should be the critical components of the new study?
8. Who are your main competitors, and what do you think their strengths and weaknesses are?
9. How do you plan to emphasise the products?
10. What can you say with certainty about your users?
11. What problems do your users commonly face?
12. Are there any aspects of this project that cause you concern?
13. Have you attempted any workarounds to address the issues? What are they?
01
STAKEHOLDERS MEETING
IT
PRODUCT TEAM
SALES
MARKETING
SUPPORT
OPERATION
Interviews were conducted with various departments within NN Group, such as product management, marketing, sales, support, operations, and IT.
Their expectations for the project, their challenges, and their suggestions were thoroughly documented. Stakeholder questions:
1. What is your role in this project?
2. What must we do correctly to make this project worthwhile?
3. How would you individually define success for this project?
4. What part do you play in the project's success?
5. What goals are necessary for you to achieve success in this project?
6. What aspects are lacking or problematic in the current practice?
7. What should be the critical components of the new study?
8. Who are your main competitors, and what do you think their strengths and weaknesses are?
9. How do you plan to emphasise the products?
10. What can you say with certainty about your users?
11. What problems do your users commonly face?
12. Are there any aspects of this project that cause you concern?
13. Have you attempted any workarounds to address the issues? What are they?
02
COMPETITORS ANALYSIS
All competitors' websites were benchmarked, either via new memberships or utilizing existing member accounts.
1. Vakıfbank
2. Anadolu Hayat
3. Garanti BBVA
4. Axa and numerous other companies.
02
COMPETITORS ANALYSIS
All competitors' websites were benchmarked, either via new memberships or utilizing existing member accounts.
1. Vakıfbank
2. Anadolu Hayat
3. Garanti BBVA
4. Axa and numerous other companies.
02
COMPETITORS ANALYSIS
All competitors' websites were benchmarked, either via new memberships or utilizing existing member accounts.
1. Vakıfbank
2. Anadolu Hayat
3. Garanti BBVA
4. Axa and numerous other companies.
03
REPORT OF THE IRS SECTOR OF TURKEY
An image captured the Turkish IRS. Age categories, average savings quantities, gender ratios, company-wise distributions, and age ranges within companies.
03
REPORT OF THE IRS SECTOR OF TURKEY
An image captured the Turkish IRS. Age categories, average savings quantities, gender ratios, company-wise distributions, and age ranges within companies.
03
REPORT OF THE IRS SECTOR OF TURKEY
An image captured the Turkish IRS. Age categories, average savings quantities, gender ratios, company-wise distributions, and age ranges within companies.
04
NETNOGRAPHY RESEARCH AND MAKE PERSONAS
I examined individuals' opinions, biases, and issues concerning IRS by delving into investment forums and social media profiles. Using this data, I crafted five distinct investing personas. I noticed a prevalent skepticism towards the system; it is deemed an unsuitable investment objective, and it is often muddled with the conventional retirement scheme.
04
NETNOGRAPHY RESEARCH AND MAKE PERSONAS
I examined individuals' opinions, biases, and issues concerning IRS by delving into investment forums and social media profiles. Using this data, I crafted five distinct investing personas. I noticed a prevalent skepticism towards the system; it is deemed an unsuitable investment objective, and it is often muddled with the conventional retirement scheme.
04
NETNOGRAPHY RESEARCH AND MAKE PERSONAS
I examined individuals' opinions, biases, and issues concerning IRS by delving into investment forums and social media profiles. Using this data, I crafted five distinct investing personas. I noticed a prevalent skepticism towards the system; it is deemed an unsuitable investment objective, and it is often muddled with the conventional retirement scheme.
05
MODERATED USER TEST WITH TEN PEOPLE
The existing system underwent testing in a scenario involving ten individuals representing various personas.
1. Determine your overall contributions and total savings.
2. Ascertain the amount of the state contribution.
3. Explore the Fund Portfolio.
4. Discover the profits made by your fund portfolio in prior months/years.
5. Understand the allocation of the fund mix within your portfolio.
6. Modify your fund mix in the portfolio.
7. Assess your risk profile.
8. Update payment method with a new credit card.
9. Complete payment using a different credit card.
10. Raise your contribution margin.
11. Contribute an additional amount.
12. Address overdue payments—where to pay?
13. Estimate your desired savings amount.
Success rates from the testing:
Grasping fund distribution: 10%
Adjusting fund mix: 40%
Switching Credit Card: 30%
Locating the Additional Contribution:
30% Dashboard chart comprehension: 20%
Identifying targets: 0%
Contract analysis: 0%
05
MODERATED USER TEST WITH TEN PEOPLE
The existing system underwent testing in a scenario involving ten individuals representing various personas.
1. Determine your overall contributions and total savings.
2. Ascertain the amount of the state contribution.
3. Explore the Fund Portfolio.
4. Discover the profits made by your fund portfolio in prior months/years.
5. Understand the allocation of the fund mix within your portfolio.
6. Modify your fund mix in the portfolio.
7. Assess your risk profile.
8. Update payment method with a new credit card.
9. Complete payment using a different credit card.
10. Raise your contribution margin.
11. Contribute an additional amount.
12. Address overdue payments—where to pay?
13. Estimate your desired savings amount.
Success rates from the testing:
Grasping fund distribution: 10%
Adjusting fund mix: 40%
Switching Credit Card: 30%
Locating the Additional Contribution:
30% Dashboard chart comprehension: 20%
Identifying targets: 0%
Contract analysis: 0%
05
MODERATED USER TEST WITH TEN PEOPLE
The existing system underwent testing in a scenario involving ten individuals representing various personas.
1. Determine your overall contributions and total savings.
2. Ascertain the amount of the state contribution.
3. Explore the Fund Portfolio.
4. Discover the profits made by your fund portfolio in prior months/years.
5. Understand the allocation of the fund mix within your portfolio.
6. Modify your fund mix in the portfolio.
7. Assess your risk profile.
8. Update payment method with a new credit card.
9. Complete payment using a different credit card.
10. Raise your contribution margin.
11. Contribute an additional amount.
12. Address overdue payments—where to pay?
13. Estimate your desired savings amount.
Success rates from the testing:
Grasping fund distribution: 10%
Adjusting fund mix: 40%
Switching Credit Card: 30%
Locating the Additional Contribution:
30% Dashboard chart comprehension: 20%
Identifying targets: 0%
Contract analysis: 0%
06
INFORMATION ARCHITECTURE TEST
CARD SORTING WITH FORTY PEOPLE
We requested users to allocate over 20 menu components into 6 categories. We achieved substantial insights related to information architecture during this test involving 40 participants. Consequently, our menu layout and shortcut strategies were developed.
06
INFORMATION ARCHITECTURE TEST
CARD SORTING WITH FORTY PEOPLE
We requested users to allocate over 20 menu components into 6 categories. We achieved substantial insights related to information architecture during this test involving 40 participants. Consequently, our menu layout and shortcut strategies were developed.
06
INFORMATION ARCHITECTURE TEST
CARD SORTING WITH FORTY PEOPLE
We requested users to allocate over 20 menu components into 6 categories. We achieved substantial insights related to information architecture during this test involving 40 participants. Consequently, our menu layout and shortcut strategies were developed.
07
WIREFRAMING
In response to numerous research findings and valuable feedback from user testing, we have created a dashboard that offers a comprehensive view of the data through both graphical and tabular representations on a single page. It enables you to easily understand fund investment percentages and obtain an overview of the current state of government assistance.
07
WIREFRAMING
In response to numerous research findings and valuable feedback from user testing, we have created a dashboard that offers a comprehensive view of the data through both graphical and tabular representations on a single page. It enables you to easily understand fund investment percentages and obtain an overview of the current state of government assistance.
07
WIREFRAMING
In response to numerous research findings and valuable feedback from user testing, we have created a dashboard that offers a comprehensive view of the data through both graphical and tabular representations on a single page. It enables you to easily understand fund investment percentages and obtain an overview of the current state of government assistance.
08
PROTOTYPING
We created functional prototypes allowing both our stakeholders and the technical group to comprehend and incorporate the strategy while utilising them in impromptu user examinations.
08
PROTOTYPING
We created functional prototypes allowing both our stakeholders and the technical group to comprehend and incorporate the strategy while utilising them in impromptu user examinations.
08
PROTOTYPING
We created functional prototypes allowing both our stakeholders and the technical group to comprehend and incorporate the strategy while utilising them in impromptu user examinations.
09
FINAL UI DESIGN
We implemented our interface methodology to the final stage according to the corporate identity and guidelines established by NN Group (ING BANK) over the years.
We collaborated closely with the front-end team to ensure font clarity, contrast, spacing design, and graphical charts were on point.
We happily progressed to the subsequent phase of our project after receiving approval from the Netherlands HQ in a single attempt.
09
FINAL UI DESIGN
We implemented our interface methodology to the final stage according to the corporate identity and guidelines established by NN Group (ING BANK) over the years.
We collaborated closely with the front-end team to ensure font clarity, contrast, spacing design, and graphical charts were on point.
We happily progressed to the subsequent phase of our project after receiving approval from the Netherlands HQ in a single attempt.
09
FINAL UI DESIGN
We implemented our interface methodology to the final stage according to the corporate identity and guidelines established by NN Group (ING BANK) over the years.
We collaborated closely with the front-end team to ensure font clarity, contrast, spacing design, and graphical charts were on point.
We happily progressed to the subsequent phase of our project after receiving approval from the Netherlands HQ in a single attempt.
10
FINAL USER TESTS WITH FINAL UI
We performed our experiments again using fresh participants in comparable roles under identical testing conditions and scenarios, and saw an enhancement exceeding 100% in numerous subjects.
Success rates from the testing:
Grasping fund distribution: 80%
Adjusting fund mix: 90%
Switching Credit Card: 80%
Locating the Additional Contribution: 70%
Dashboard chart comprehension: 90%
Identifying targets: 70%
Contract analysis: 70%
10
FINAL USER TESTS WITH FINAL UI
We performed our experiments again using fresh participants in comparable roles under identical testing conditions and scenarios, and saw an enhancement exceeding 100% in numerous subjects.
Success rates from the testing:
Grasping fund distribution: 80%
Adjusting fund mix: 90%
Switching Credit Card: 80%
Locating the Additional Contribution: 70%
Dashboard chart comprehension: 90%
Identifying targets: 70%
Contract analysis: 70%
10
FINAL USER TESTS WITH FINAL UI
We performed our experiments again using fresh participants in comparable roles under identical testing conditions and scenarios, and saw an enhancement exceeding 100% in numerous subjects.
Success rates from the testing:
Grasping fund distribution: 80%
Adjusting fund mix: 90%
Switching Credit Card: 80%
Locating the Additional Contribution: 70%
Dashboard chart comprehension: 90%
Identifying targets: 70%
Contract analysis: 70%
Burak Dönertaş
İstanbul
Work is love made visible. - Khalil Gibran