AvivaSA
This project was developed for AvivaSA (currently known as AgeSA), one of Turkey's leading pension and life insurance providers. I played a key role in both UX and UI aspects, conducting user research, running workshops, and designing the user interface. Working as part of a large team, I contributed to the end-to-end process, from gathering insights through interviews to creating high-fidelity designs that improved the user experience for AvivaSA’s private pension plan customers.
Client
Academia
Year
2020
Project Type
UX/UI and Service Design
Type of Work
User Research
Design Thinking Workshop
Service Design
UX/UI Design
Challenge
The project faced significant challenges in addressing the complexities of private pension plans, especially considering the effect of low financial literacy among customers. It was crucial to gain a thorough understanding of customer needs and behaviors, as well as internal stakeholder perspectives, to effectively design a user-friendly and educational experience that simplified pension management for all users.
Goal
The goal of the project was to deeply understand the pain points and experiences of AvivaSA’s private pension customers and stakeholders. Through 13 customer interviews and 24 stakeholder interviews, we identified key challenges related to low financial literacy. Using this research, we developed three personas that guided a design thinking workshop with 45 participants, including seven customers. After the workshop, we designed improved “to-be” journeys and a comprehensive service blueprint. The project concluded with usability testing on low-fidelity wireframes, followed by the design of high-fidelity interfaces that met customer needs and aligned with business goals.
