Sura
Chatbot
Platform
Health Insurance, accessible via whatsapp in Senegal.
Services
Product Design, Product Management, User Experience
Stack
Basecamp, Figma, Adobe CC
Timeline
2023 - 2024
Overview
The IPM Sura WhatsApp Experience transforms traditional insurance claim processing by delivering key services directly through WhatsApp. Launched on 4 September 2024, this innovative solution leverages a familiar messaging platform to offer a seamless, chat-based interface, making insurance more accessible, efficient, and user-friendly for beneficiaries.
Problem Statement
Traditional insurance claim processes often require tedious office visits and lengthy phone calls, resulting in slow approvals and customer frustration. Beneficiaries need a quicker, more convenient way to manage their claims without disrupting their daily lives.
➊ Inefficient Processes: Traditional claim processing is slow and often requires in-person visits or lengthy phone calls.
➋ Limited Accessibility: Insurance services are typically available only during office hours, leaving beneficiaries without support when needed.
➌ Lack of Real-Time Updates: Users struggle to stay informed about the status of their claims due to outdated tracking systems.
➍ Complex Navigation: The existing processes are cumbersome and confusing, making it difficult for beneficiaries to manage their claims effectively.
Implemented Solution
By integrating insurance services into WhatsApp, Sura enables beneficiaries to submit and track claims for various coverages—such as prescriptions, consultations, laboratory tests, and imagery—directly from their mobile devices. This approach not only simplifies the claim process but also ensures rapid approvals and real-time updates, available 24/7.
❋ WhatsApp Integration: Access insurance services through a familiar messaging platform with a user-friendly chatbot interface.
❋ Comprehensive Coverage Processing: Submit and manage claims for prescription, consultation, and diagnostic services seamlessly.
❋ Rapid Claim Approval: Benefit from near-instant claim approvals and real-time status updates.
❋ 24/7 Accessibility: Enjoy the convenience of managing your claims anytime, anywhere—no office visits or phone calls required.
Research & Plan
✦ Developed user personas to capture diverse beneficiary profiles.
✦ Researched the limitations of WhatsApp flows to understand communication constraints.
✦ Mapped existing insurance claim workflows to identify key friction points.
✦ Conducted stakeholder interviews with beneficiaries and insurance experts to validate assumptions and gather insights.
Deliver & Handoff
✦ Tackled localization challenges using apps like Lokalise. In Figma, I enabled one-click translation between English and French, ensuring consistent multilingual support.
✦ As also a product manager on this project, I facilitated clear communication between design, development, and QA teams, ensuring that all project requirements and timelines were met.
✦ Conducted regular handoff sessions and review cycles with engineering teams to ensure a smooth transition from design to development.
✦ Organized frequent sync-ups and feedback loops with stakeholders to align expectations and incorporate improvements continuously.
