Lippo General Insurance (LGI), a leading provider of health and general insurance in Indonesia, set out to enhance engagement with its retail insurance platform while expanding its digital product offerings. The company aims to retain its core business model: a self-service digital insurance app that enables users to compare, purchase, and instantly receive insurance policies without agent assistance. This revamp project supports LGI’s vision to strengthen its direct-to-consumer approach and reinforces its commitment to digital transformation and innovation in the insurance industry.
The Impact
MyPro+ revamp app was successfully launched in 27th of May, 2025, and accomplished another LGI's mission of expanding its digital offerings as a leading provider of health and general insurance in Indonesia. Expected to drive LGI's insurance product awareness and improve LGI's retail customers. *Metrics TBD
Since its launch, MyPro+ has successfully completed its first phase and is now available on iOS and Android. *Metrics TBD
The Approach
The main goal was to strike a balance between delivering clear, essential information and showcasing the product visually, while aligning with mobile user behavior and established UI/UX best practices.
To address these challenges, I conducted usability testing and heuristic evaluations to uncover pain points, improve information clarity, and optimize user flows. I also collaborated closely with key stakeholders to align the design with business goals and future product direction.
In parallel, I explored LGI’s new brand identity and parent company guidelines to ensure the revamp reflected the company’s broader digital transformation vision.
The Process
Usability Testing
I started by exploring the existing mobile app, mainly focusing to improve major userflows and noting down major drawbacks in the existing design. Also conducted benchmarkings on other digital insurance company, and understanding the current user personas, collaborating with the Marketing team.
Heuristic Analyses
This study aims to gather insights from the existing mobile apps, applying Jakob Nielsen's 10 general principles for interaction design. Aims to discover UI and UX flaws aside from the user and business needs.
User Testing
Aims to gain quick insights from our user personas and the company's vision. I prepared the new wire-flow and new information architecture to get early feedback, validate our assumptions, and clearly understand my stakeholders' vision and desire before further complex design processes.
Design Assets
From both customers and stakeholders, I implemented LGI's design system into the project to visually represent the new LGI's brand.
Design Handover
During the design handover, I communicate with developers to ensure every component follows the atomic design principle. The intention is to have reusable components, to be easily implemented and expanded into other digital channels and their next business phases.
App Testing
Finally, I conducted several app tests for iOS and Android from the demo version, pre-production version, nd until its release with other POs to align whether the development has matched our requirements. Noting down in our error reports for further bug fixes or improvements in future developments.
Improvements Tests
Referring to our error reports, we do similar app tests to check whether the reported errors or bugs has been fixed or whether it needs to be reevaluated for future developments.
The Results
MyPro+ revamp app was successfully launched in 27th of May, 2025, and accomplished another LGI's mission of expanding its digital offerings as a leading provider of health and general insurance in Indonesia. Expected to drive LGI's insurance product awareness and improve LGI's retail customers. *Metrics TBD
Personal takeaways: I learned many things during the tenure of this project, such as leading a project, communicating with cross-functional team members, improving design handovers, communicating design with developers more effectively many more.