Pekin Insurance's paperless billing application was created to reduce paper billing while making it easier for the customer to view their insurance policy premium. As one of the designers, I helped design the application for WCAG and ADA compliance.
Pekin Insurance is spending too much on paper billing and will be creating a paperless billing system. Its purpose is to reduce paper billing while making it easier for customers to view their insurance policy premium. Most importantly, the paperless billing needs to be simple for a policyholder to understand the type of policy, due date, and payment required.
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.
In general, the feedback from the users 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". 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 about her feedback, but she was pleased with the whole prototype and the screens themselves except for the critiques given.
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.
