ABC Life Insurance: Super Easy WhatsApp Journey for Buying Insurance has the potential to become

a success story, highlighting the potential of WhatsApp Business Platform to transform the insurance
industry by offering a customer-centric, convenient, and efficient experience for the digital
generation.

1.​ User Journey - A customer buying insurance goes through the below funnel.
a.​ Awareness: Customers become aware of their need for insurance, either through life
events (e.g., buying a car) or through marketing efforts.
b.​ Consideration: Customers research different insurance companies and products,
comparing options and coverage.
c.​ Decision: Customers select a specific insurance company and plan based on their
needs and budget.
d.​ Action: Customers complete the application process and purchase the chosen
insurance plan.
e.​ Retention: Companies build relationships with customers, offering ongoing support
and encouraging renewals.
2.​ Pain Points -
a.​ Drawbacks of working with an insurance agent; the dominant channel for buying
insurance. Insurance agents recommend policies that benefit their target more than
the customer.
b.​ Time constraints: Finding time to research, compare, and purchase insurance amidst
a busy schedule.
c.​ Limited awareness of coverage options: May not be aware of all available policies
and their features.
d.​ Time commitment: Scheduling and back-and-forth communication with an Agent/
Customer Services Representative can be inconvenient.
e.​ Lack of self-service options: Limited control over the process and inability to access
information readily.
3.​ WhatsApp Business Platform addresses these pain points by: Simplifying the process,
Providing real-time support, Offering personalization, Ensuring accessibility: 24/7 availability.
a.​ Welcome Message: Upon adding ABC Life Insurance's WhatsApp number, users
receive a welcoming message with a friendly introduction and a brief explanation of
what they can do on the platform (e.g., "Hi! Welcome to ABC Life Insurance. Get a
life insurance quote, compare plans, and buy directly on WhatsApp!").
b.​ Engaging Menu: Offer an easy-to-navigate menu using quick reply buttons
(numbered options) for users to choose from.
i.​ Option 1: Get a quote (takes them to the quote generation process)
ii.​ Option 2: Compare plans (presents different plan options with key features)
iii.​ Option 3: FAQs (answers common questions about insurance and ABC Life)
iv.​ Option 4: Talk to an agent (connects them with a live agent if needed)
c.​ Interactive Quote Generation:
i.​ When users choose "Get a quote," guide them through a short, interactive
questionnaire using quick reply buttons and text inputs. Ask essential
questions like age, desired coverage amount, and any pre-existing
conditions.
 ii.​ Utilize simple language and avoid technical jargon.
iii.​ Offer helpful tooltips to explain questions if needed.
d.​ Presenting Options:
i.​ Based on the answers, showcase 2-3 personalized plan options with a clear
and concise summary of each (e.g., coverage amount, premium amount, key
benefits).
ii.​ Use visual elements like infographics or charts to make comparisons easier.
e.​ Frictionless Purchase:
i.​ Allow users to purchase the chosen plan directly within WhatsApp using
secure payment integration.
ii.​ Guide them through the payment process step-by-step with clear
instructions.
iii.​ Offer different payment options.
f.​ Post-Purchase Support:
i.​ After purchase, send a confirmation message with policy details and next
steps (e.g., receiving policy documents).
ii.​ Offer a dedicated support option within WhatsApp to answer any questions
or address concerns.
iii.​ Share educational resources about life insurance and its benefits.
g.​ Optimize support costs and increase efficiency - CUSTOMER CARE
i.​ Deploy automated conversational flows to mitigate high volume inbound
support requests
ii.​ Implement smart routing from conversations only when live agent support is
needed
iii.​ Integrate with popular back-end systems like CRM and marketing
automation platforms
h.​ Personalize the experience:
i.​ Use the user's name and tailor content based on their initial responses.
ii.​ Incorporate emojis and GIFs: Add a touch of personality and make the
interaction more engaging.
iii.​ Gather feedback: Regularly ask users for feedback to improve the
experience.
i.​ Promote the WhatsApp channel: Encourage users to add the number and share it
with others.
4.​ Identifying Personas: Develop personas representing different user segments:
a.​ Tech-savvy professional: Comfortable with technology, values convenience and
transparency.
b.​ Young adult: Price-conscious, needs straightforward information, prefers mobile
solutions.
c.​ Busy parent: Limited time, seeks quick and easy access to information and purchase
options.
5.​ Building a Hypothesis: By integrating a user-friendly WhatsApp chatbot into the customer
journey for insurance purchases and management, ABC Life Insurance can significantly
increase customer satisfaction, conversion rates, and operational efficiency compared to
traditional methods.
 a.​ Tangible Results:
i.​ 30% faster claim resolution
ii.​ 0.5-second response time: Customers receive immediate attention to their
inquiries.
iii.​ 300% growth in customer opt-in: Customers appreciate the convenience and
efficiency of WhatsApp communication.
iv.​ 20% cost reduction: Utilizing WhatsApp reduces customer service costs
compared to traditional methods.
6.​ Wireframing: Create a visual representation of the user interface, including menus, buttons,
and information displays. Focus on simplicity and intuitive navigation.
a.​ Main Menu: Users receive a welcome message upon adding the insurance
company's WhatsApp number.
b.​ A menu appears with quick reply buttons for easy navigation:
i.​ Get Quote
ii.​ Manage Policy
iii.​ FAQs
iv.​ Talk to an Agent
c.​ Get Quote:
i.​ Choosing "Get Quote" leads to a series of simple text prompts:
ii.​ Age
iii.​ Desired coverage amount
iv.​ Any pre-existing conditions (optional)
d.​ Compare Plans:
i.​ Based on user selections, 2-3 plan summaries appear with:
ii.​ Simple icons representing coverage types
iii.​ Text boxes displaying key details like premium amount and coverage
highlights.
e.​ Purchase:
i.​ Selecting a plan leads to a confirmation screen:
ii.​ Key plan details are displayed.
iii.​ A "Buy Now" button initiates the secure payment process.
f.​ Manage Policy:
g.​ Choosing "Manage Policy" allows users to:
i.​ View policy details
ii.​ Report claims
iii.​ Update payment information
iv.​ Access FAQs
h.​ FAQs: Selecting "FAQs" displays a list of common questions and answers with clear
headings.
i.​ Talk to an Agent: Selecting "Talk to an Agent" triggers a message to a live agent for
more complex inquiries.
7.​ Develop a Low-fidelity prototype:
a.​ Create a Horizontal prototype of the User Journey using Figma.
b.​ Test the prototype with users to gather feedback and iterate on the design.