Customer analytics revealed a critical navigation barrier: users were unable to locate their recently applied or purchased policies within the digital platform. This visibility gap created a cascade of negative impacts—frustrated customers contacted the Singlife Hotline seeking policy updates, only to learn their applications were still in processing. The disconnect between users' expectations for real-time digital transparency and the platform's actual functionality generated unnecessary friction at a crucial touchpoint in the customer journey, ultimately degrading user experience and increasing support costs.