App UX/UI + illustrations
The Youse's online inspection is a feature that make possible to make inspection insurance of cars, an obrigatory procedure for insurance clients in Brazil, without leaving home.
Less than 10% of the surveys were refused and 50% of the Youse inspections were carried out in the first few months. Today, there have been more than 20 thousand surveys since the launch. This feature won the world, and we ended up in Amsterdam as one of the 50 best insurance solutions in the world at Digital Insurance in 2017.
This feature was released in February 2017 and has gone through 3 improvements in new versions of the Youse application. At the moment, it is reformulated to minimize risk.
People involved: Livia Holanda, Nelson Vasconcelos, Arthur Castro, Guilherme Ceolin, Daniel Urbano, Victor Gasparin, Julio Cotta, André Menezes, Madson Cardoso, Eduardo Viegas, Augusta Raposo.
HOW IT BEGIN
This idea came up in our hackathon, where all Youse employees could come together to come up with some innovation ideas of innovation. And one of the teams carried out the POC (Proof of Concept) of Vistoria Online (Online Inspection) in 48 hours. With proof of concept done, we joined developers, UXs, product specialists, insurance, risks and frauds to analyze what was essential to make it real. In addition, some of us spent days following surveys to understand the whole flow and improvement points. To reduce the risk of fraud, we decided Artificial Intelligence and a series of algorithms to select the clients. Besides, the feature was developed with a feature toggle, so we can turn it on and off when needed without having to upload a new version to the app stores.
After several conversations, sketches and questions, we arrived at the formula for validating the MVP (Minimum Viable Product), the selected clients would need to take 6 photos and answer 2 questions. We did roughs of the flow and started to test how the interface would be. We assumed the user should be well guided to the application in order to take clear and lighten photos to our specialist analyze. It had to be easy to do alone, so we thought to build it with instructions with illustrations at each step.
In the UX tests, we discovered that it was important to divide the explanation of how the inspection online works in 2 parts, so that people would understand what they really need to begin the procedure. We have some issues with the first version of illustrations that showed the user taking photos of the car by the top, like a blueprint/top view. After talking to people, I redesigned the 6 step instructions illustrations to make more sense to the users, as they would see if they were taking the photos by smartphone.
Here are some of the screenshots of the version that was launched as MVP:
In order for client to not forget to perform the procedure, we created reminders on the main screen of the app, push notification notification rule, emails and also changed the payment success screen, focused on guiding him to perform the Online Inspection. In addition, we have contacted several selected clients to collect feedback and remind them to do so.
The big surprise came from the average time of accomplishment: 5 minutes and 28 seconds between seeing the first alert, taking the photos, answering the questions and pressing "send survey". That is, we reduced to 5 minutes a procedure that normally takes days to be performed.
Besides of drastically reducing clients time spent on the procedure, in certain regions we could not sell insurance because our partners did not answer. Vistoria Online has allowed Youse to arrive in these regions, making possible to everybody to be Youse's client.
Want to know more?
Watch the Auto Esporte video about the Youse online inspection.