MotionBank and Taspen: A Case Study with Context Analysis Research
MotionBank is a digital banking by MNC Bank that was released in 2021. This platform provides Savings Account, Pension Account, Personal Loans, KPR, KTA, and Deposit. MotionBank is licensed and supervised by the Indonesia Financial Services Authority (OJK) and Indonesia Deposit Insurance Corporation (LPS). In 2022, the MotionBank Business team collaborated with Taspen (Persero), a state-owned company that provides fund retirement for civil servants.
Both parties agreed that the MotionBank is a platform for a source account of funding to Taspen customers.
Taspen and MotionBank Collaboration Explanations
Taspen is a state-owned company that provides ASN and Officials life insurance and pension funds. It has 6.74 million participants, with 3.87 million active participants and 2.87 million retired participants (as of May 2022), and has 54 branch offices and 43 paying partners. Over time, Taspen has collaborated with banks in Indonesia to distribute pension funds through the Mitra Bayar service. This collaboration brings a conventional pension savings account.
However, with this collaboration, Taspen wants to present their product in a digital bank so that retirement savings and pension funds for ASN and State Officials can be accessed digitally.
Design Process
To find out what Taspen and MotionBank require until the feature is launched, I did all of the following steps:
Get
Information
Discuss and get
information on
cooperation
documents.
Research
Find a piece
of key information
and create information
architecture.
Ideation &
Prototype
Create a design
ideation and
prototype.
Implement
Implementing by
the development
team.
Discuss to get Information
We should get knowledge of the product from stakeholders to define the research method we will use to process the design of MotionBank and Taspen. The document received was "Program Kerjasama Mita Bayar MNC Bank dengan Taspen." After reading the paper regarding the cooperation points given by MNC Bank Stakeholders to the digital product team, I found no Business Requirement Document or Product Requirement Document yet. In conclusion, I do research first.
Research: Context Analysis
When I was responsible for the Taspen project with MotionBank, the first step was comprehending the documents delivered. The next stage was the research step by understanding Taspen products, services, participant flow, and claim flow as follows:
Product Taspen Research
Context Analysis
Taspen Payment Partners collaborates with conventional banks, such as manually opening an account through the nearest bank branch. For example, Taspen cooperates with three big conventional banks: Bank BTPN, Mandiri Taspen, and Bank BTN. So, I'm doing a Context Analysis to get the data required when opening a pension savings account:
Terms and Conditions Opening Pension Account and Disbursement in Conventional Banks
The results from this Context Analysis research are:
While working at the company, Taspen Social Security participants use Mitra Pay according to their payroll account.
No Digital Bank has collaborated with PT Taspen (Persero) yet.
If you want to transfer your pension money to another bank, you can do this when you first receive your pension certificate and through the Taspen One Hour Online Service.
Conventional Banks that work together as Taspen Payment Partners also offer special loan programs for retired participants.
Ideation & Prototype
I introduced these steps to stakeholders to define and decide on payment partner collaboration for Taspen. Here are the solutions I proposed:
First Solution
Provides options for onboarding Pension Savings accounts through the MotionBank dashboard/homepage.
Produk Motion
Buka Tabungan Pensiun
Tabungan Pensiun
Second Solution
Provides options for onboarding Pension Savings accounts through the MotionBank welcome screen.
Produk Motion
Tabungan Pensiun
Onboarding
Implement & Feedback Stakeholder
After going through the ideation & prototype process, the stakeholders have decided to choose the design option based on the result of my context analysis. The stakeholders chose the Second Option: Opening a Pension Account through MotionBank Onboard or the Welcome Screen page. New users from Indonesia Civil Servants who want to register Pension Savings Accounts can go through MotionBank with the terms and conditions as determined by Taspen—Furthermore, the development process, which the front-end developer and back-end developer teams will carry out.