Pekin Insurance Paperless Billing Case Study

Pekin Insurance Paperless Billing Agenda Application • Mobile Figma Prototype

Pekin Insurance Paperless Billing Case Study

Pekin Insurance paperless billing application was created to reduce paper billing while making it easier for the customer to view their insurance policy premium. The application saves Pekin Insurance an estimated $2 million on material costs every six months. As design lead, I designed the application to conform to WCAG, ADA compliance, and Google Material Standards. After development, the prototype was user-tested, and data was presented to the Pekin Insurance User Experience design team.

Problem Statement

The focus of the system needs to be ease of use for less tech-savvy people. Most customers are over 25 years of age, and with that increase in age tends to be a decrease in technology awareness. Paperless billing will send notifications through text and email and requires a system in place to notify customers when they are within seven days of missing a payment. Policyholders can still pay with a check or credit card. With the use of the system, automatic payment can be set-up, so the customer does not have to worry about being late on an amount. If a customer is using autopay for their paper premiums, paperless billing can use their information through the existing payment system.

Project Goals

The project will be designed for the web to attract new policyholders to Pekin Insurance. The purpose is to match the competition by:

• Providing paperless billing.

• Waiving the $5.00 mailing cost.

• Saving Pekin Insurance an estimated $2 million every six months in packaging and shipping costs.

• Aiming to achieve a secure system for policyholders to easily log onto their phones to check their policy due dates and pay their claims.

• Creating an automated payment plan for ease of use and reducing late payments.

• Notifying the customer until the policy is paid.

• Reducing the number of canceled policies.

• Conforming to WCAG, ADA compliance, and Google Material Design Standards.

Paperless billing will be designed for policyholders of Pekin Insurance and will be accessible to the broad age range of users. The system will create a smoother transition from paper to paperless. Users would want to switch to paperless for the incentive of waiving the $5.00 mailing fee and the environmental-friendly benefits. Policyholders who do not wish to change to paperless billing can still receive the paper premiums, while others can receive notifications by text and email. Policyholders will also have the ability to pay with a credit card or digital check automatically, suiting any preference. Finally, the system will include a notification service for policyholders of late or missing payments to reduce the number of canceled policies and ensure a happy customer.

Paperless Billing Flow

Survey Analysis • 31 Respondents

User Personas

Make a Payment Flow

Empathy Map & User Stories

Roles & Responsibilities

I was the project team lead in charge of mockups, UX experience design, prototyping, and data analysis. I led a team of four other colleagues to create four functioning prototype flows integrated into the Pekin Insurance application.

User Testing Results

In general, the feedback from user four was positive but with many critiques on how to make the design even better. User four mentioned the registration screen being quite typical but in a good way as it was easy to understand and fill out. She had no issue with the information being asked by registration. Regarding the home screen, user four mentioned how the color scheme reminded her of America with a red header, blue buttons, and a white background. As well, she had no issue in transitioning from the homepage to the screen to enroll for paperless. A complaint arose on the enrolling screen as she felt the header should include what does enrolling for paperless mean and do for a user. Also, she felt the question mark icon should have been functional in the prototype which explains what paperless billing is. Moving on to the paperless bill, user four had the most feedback on this screen. While she said it was easy to understand, she felt the font size of the bill was too small and would cause readability issues. As well, she felt either a picture of the agent or a way to contact the agent would be nice to have. However, she did like the hierarchy of information laid out on the bill and also liked the customer service icon. Her favorite part of the prototype followed after the bill which was the confirmation screens. She mentioned how it was very clear and concise with what the screen’s purpose was and how to continue in the process. There was another change recommended which would include the email sent out along with the confirmation. Moving on to the final screen of ‘Payment Details’, she felt this screen was out of place as either the wording felt off or this screen should have appeared before the bill. This change should be the top priority as user four explained how the wording of the screen felt like it was asking for general payment when it should be a bit more personalized based on the bill. Another piece of feedback was given after this comment, which would be to add an option/button to adjust info on the paperless bill in case it was wrong or misentered. Overall, the feedback from user four is very crucial as she went into detail of her feedback, but she was pleased with the whole prototype and the screens themselves except for the critiques given.

Outcomes & Results

This project’s outcome was $2 Million saved every six months on material costs, and more youthful customers joined Pekin Insurance because of the paperless billing application.