Background

Google came to us with a collaborative effort to engage Prudential on a redesign of their insurance lifestyle app, Pulse. Our clients required for a prototype that increases engagement via points and loyalty games and improves overall efficiency of claims via automation and AI.

Challenge

• From our market research, we found out that Pulse, although acquired many users face a huge acquisition and usage problem. It had a big leaky bucket or big drop-off rate due to multiple paywalls and confusing UX flows.

• On top of current issues, users do not associate pulse branding to Prudential and engagement is low. Users mainly log in a few times a month.

• How can we fix acquisition issues and increase overall delight and engagement for the Pulse app?

Solution

• Building on KPMG's loyalty system, unify, I crafted a prototype to focus on multiple methods to gain and earn points. Users can scan and attend events, participate in daily challenges, weekly AR- dancing missions and earn PRU points badges over time. With these points, they are able to claim and offset prizes. This increases engagement and lowers drop-off rates.

• Powered by Google AI and OCR capabilities, Prudential customers are able to scan and upload their bills to fill in claims via AI-chat. They are able to engage directly for a virtual health consultation and claim directly from the app. With a click of a button, language translations are available as well.