Life Damda Web Renewal
Web Renewal / B2B / B2C
Type
B2B/B2C Web Service
Duration
Feb 2024 - May 2024
Role
UX/UI Design (Planning 70%, Design 80%)
Life Damda Web Renewal
Web Renewal / B2B / B2C
Type
B2B/B2C Web Service
Duration
Feb 2024 - May 2024
Role
UX/UI Design (Planning 70%, Design 80%)
Life Damda Web Renewal
Web Renewal / B2B / B2C
Type
B2B/B2C Web Service
Duration
Feb 2024 - May 2024
Role
UX/UI Design (Planning 70%, Design 80%)
OVERVIEW
Challenge
The existing consultation process was entirely call-based, creating three core problems: consultation resources were overloaded due to the lack of alternative communication channels, wait times spiked up to 15x during advertising events, and 35% of incoming calls were simple product inquiries — consuming advisors' core consultation time.
Goal
Redesign the web consultation flow to reduce advisor dependency and operational friction
Introduce a web-based consultation request flow that pre-qualifies customers before advisor contact
Streamline the CTA from a single call-only entry point to a dual-channel structure (call + web callback)
Reduce consultation wait time and improve advisor utilization rate
Result
Reduced advisor involvement by 50% (4-step → 2-step), consultation wait time decreased by 16.36% through callback structure implementation
OVERVIEW
Challenge
The existing consultation process was entirely call-based, creating three core problems: consultation resources were overloaded due to the lack of alternative communication channels, wait times spiked up to 15x during advertising events, and 35% of incoming calls were simple product inquiries — consuming advisors' core consultation time.
Goal
Redesign the web consultation flow to reduce advisor dependency and operational friction
Introduce a web-based consultation request flow that pre-qualifies customers before advisor contact
Streamline the CTA from a single call-only entry point to a dual-channel structure (call + web callback)
Reduce consultation wait time and improve advisor utilization rate
Result
Reduced advisor involvement by 50% (4-step → 2-step), consultation wait time decreased by 16.36% through callback structure implementation
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