ONE APP
Supper App for all
Employee, Partners & Customer
Problem
The company’s stakeholders, including employees, sales agents, and customers, face challenges navigating multiple, disjointed platforms for their essential tasks. This fragmented ecosystem has led to inefficiencies, reduced cohesion, and a compromised user experience, hindering seamless interaction and collaboration among stakeholders.
Solution
To address these challenges, we are developing a unified HRMS app that provides a tailored interface depending on the user's role—whether they are a sales agent or customer. This solution will centralize access, enhance collaboration, and improve efficiency by creating a cohesive experience that meets the unique needs of each user type within a single, accessible platform.
Two Personas
Sales Employee
Customer
Day in the life of a sales employee
Suhail starts his day at 9:30 am
Suhail reaches at agency HO marking attendance on app
Team meeting at
10:45 am
Attends his meeting for updates on products, plans and Daily tasks with team.
Team meeting at
11:30 am
Meeting potentials clients to pitch them products and services
Procurement meeting
He meets prospect clients for procurement
Checks his calendar for client meeting
He checks his calendar for daily meeting and plans his day accordingly
Day End Review at
6:30 am
Day end review with L1 for daily updates
Updating agent Dash board
He updates leads and client info on his agent sales board
User Persona - Sales Employee
Suhail Sharma
Age
Profession
Location
: 33
: Chief Manager, Sales
: Jaipur, India
“
Suhail is a Chief Sales Manager at HDFC Life with a total of 9 years of work experience. He resides in Jaipur and holds a Master's in Commerce (M.Com). In his free time, Suhail enjoys cooking. His primary technology habits involve frequent use of the Instnt quote generation app.
Challenges
Balancing Work and Personal Life
Meeting Sales Targets
Client Relationship Management
Staying Updated
Adapting to technology
Goals
Sales Targets
Professional Development
Client Satisfaction:
Technology Proficiency:
Effective Communication
Needs
Continuous Training
Tech Support
CRM Tools
Collaborative environment
Day in the life of a sales employee
Suhail starts his day at 9:30 am
Suhail reaches at agency HO marking attendance on app
Team meeting at
10:45 am
Attends his meeting for updates on products, plans and Daily tasks with team.
Team meeting at
11:30 am
Meeting potentials clients to pitch them products and services
Procurement meeting
He meets prospect clients for procurement
Checks his calendar for client meeting
He checks his calendar for daily meeting and plans his day accordingly
Day End Review at
6:30 am
Day end review with L1 for daily updates
Updating agent Dash board
He updates leads and client info on his agent sales board
App Screens - sales Employee
He monitors his performance and focuses on growth.
Views and downloads product brochures
He views the dashboard to track the status of leads.
He marks his attendance for the day.
He receives alerts for the meeting and promptly joins.
He calculates coverage based on customers' needs and goals.
App Screens - sales Employee
He can manage his personal details and payslips, along with maintaing his goals and performance.
He can change the basic app settings as per his preference
He monitors his performance and focuses on growth.
He can review the lead conversion analysis for both himself and his team.
He can view and download the monthly performance report.
App Screens - sales Employee
He marks his attendance on a daily basis.
He can keep a track of his attendance analytics
He can view his organizational structure of team
App Screens - sales Employee
He views and sorts the leads based on their status.
He can view customers' details, needs, policies, and pending requests.
App Screens - sales Employee
He tracks his daily activities and to-do list.
He onboards new agents, uploads their documents, and completes formalities efficiently.
User Persona - Customer
Dinesh Sharma
Age
Profession
Location
: 42
: Marketing Executive
: Mumbai, India
“
Dinesh Sharma, a 42-year-old marketing executive and loyal HDFC Life policyholder for seven years, prioritises transparency and accessibility in managing his policy. Tech-savvy and financially conscious, he values the user-friendly experience of tracking policy performance through the HDFC Life app.
Challenges
Transparency Issues
Limited Accessibility
Usability Problems
Delayed Updates
Customer Support
Goals
Transparency
Accessibility
Financial Planning
Tech-Savvy
Needs
User-Friendly Experience
Clear Communication
Accessibility
Efficiency
User Persona - Customer
Dinesh Sharma
Age
Profession
Location
: 42
: Marketing Executive
: Mumbai, India
“
Dinesh Sharma, a 42-year-old marketing executive and loyal HDFC Life policyholder for seven years, prioritises transparency and accessibility in managing his policy. Tech-savvy and financially conscious, he values the user-friendly experience of tracking policy performance through the HDFC Life app.
Challenges
Transparency Issues
Limited Accessibility
Usability Problems
Delayed Updates
Customer Support
Goals
Transparency
Accessibility
Financial Planning
Tech-Savvy
Needs
User-Friendly Experience
Clear Communication
Accessibility
Efficiency
Day in the life of a Customer
Dinesh starts his day at 10:30 am
Dinesh books a Uber and reaches office
Watches Daily news on his phone/ laptop
Checks stock and market updates through news applications.
Checks his Fund Performance
He checks his Policy Fund performance on his account
Talks with Fellow Colleagues
He usually talks with his Colleagues about insurance and other personal Investments
Checks his calendar for Daily meeting
He checks his calendar for daily meeting and plans his day accordingly
Wraps-up his work at 7:00 pm
He books his cab choosing the cheapest ride to his way back home
Spend time with his family
His day ends with Consuming content with his family
App Screens - customer
He can checks feeds, new activities, tools, services and pending actions on a daily basis.
He can reads the knowledge articles provided by HDFC Life.
He can reviews notifications for any policies with due payments.
He can reviews and analyses his existing policies
He can reviews the plans recommended by HDFC Life
He explores services related to policies, claims, loans, transactions, renewals, and purchasing new policies.
App Screens - customer
He can manage his personal details and policies, as well as pay premiums, file claims, and handle loans.
He can change the basic app settings as per his preference
App Screens - customer
He can review existing policies and make payments if a policy is due.
He can contact consultant to know more about your queries & difficulty
He can buy plans, track your policy, make renewal payments, apply for claim & avail loan
End of case study
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