Pay-per-use insurance POC prototype

 
 

Project overview:
Product design of an innovative pay-per-use personal accident insurance product that allows users to get coverage for specific fitness activities such as running, swimming, pilates, gym sessions and more. Users can purchase credits to use for hourly personal accident protection by interacting with EVA (EVerybody’s Assistant) powered by generative Artificial Intelligence on WhatsApp platform.

For Proof of concept (POC) testing, we created a prototype to be tested among the participants of Income Eco Run on 26 May 2024. Participants included Income staff and friends and family.

Scope of work: Product design, chatbot / conversation design for AI powered chat using decision tree method.

Objective: The AI powered chatbot called EVA (EVeryone’s Assistant) is designed to help users understand what they have to do in the customer journey and how they can purchase the product.

Challenges:

  • Short timeline

  • Not able to make use of Artificial intelligence to generate the responses

Success metrics:

Quantitative metrics:
- % of users to onboard and keen to use this service
- Frequency of users to use this service
- % policy conversion , those who buy more credits

Qualitative metrics:
- Ease of interaction and ease of usage
- Ability of the bot to accurately decipher the intent of users and provide them an appropriate response

Results:
- 56% (37 out of 66) able to activate their coverage for Income Eco Run and received activation confirmation message
- 7% (5 out of 66) intended to activate their coverage but did not receive the activation confirmation message
- The bot struggled in answering complex questions or intents of user which deviated from the chat flows