HOMESITE INSURANCE
Case Study—
Self-Service Payment Plans
Life was fine for Pedro before Covid-19 struck, as it was for most people. As the repercussions of the pandemic unfolded, Pedro was laid off. Fortunately, he found another job in the interim. But it doesn’t provide the same pay as his former employer, which is a problem.
Rolling with the punches, Pedro must make some adjustments to his budget. If he could spread out his payments to make them more affordable, he could continue with the same policy. What if Pedro could switch his payment plan online?
(Roles)
UX/UI Lead
(Tools)
Design Thinking
Mobile First
Affinity Diagrams
HotJar
Figma
Miro Board
The Problem
Data results pointed to an improvement in customer retention when they are enrolled in autopay. Opting into autopay isn't very visible within our current servicing platform.
This is why we need to allow customers to switch how they make payments when faced with financial difficulty.
A 12 Pay Plan, meaning monthly installments, requires autopay by state laws. The benefits of autopay mean you don't have to remember when to make a payment. Since you won't forget, you also won't have a gap in your coverage. It's also easier to make a bunch of smaller payments than making one large payment each year.
The Solution
Better customer retention by making autopay enrollment more visible, allowing customers to change bill plan methods through self-service, and supporting driving consumer shift to preferred higher retaining bill plans.
Providing options for customers to make a payment plan switch online
Encouraging self-service to take them out of the Call Center to help reduce cost
Give them the steering wheel to empower the customer not to feel helpless but in control
Streamlining the UI and improving better visual context will frame these goals
Challenge—
A significant pain point is finding ways to simplify plans that are available for the customer. Payment plan choices are defined differently on whether you’re a renter, homeowner, and in which state you live. There are many transactional rules for automated clearinghouses, which vary with each state. The process of switching plans during the middle of a term looks very different from a renewal plan or when a customer first enrolls. How do we hide all the unnecessary jargon and present simple, straightforward choices for the customer?
Define and Ideate
Wires indicating a conversation, ideas, and flows between the product owner and me within Miro.
Per our analysis, we see homeowners pay their entire bill at one time, therefore, causing a low automatic payments rate of 7%. But we find that 65% of our renters use automatic payments. Paying attention to the renter’s demographic is key.
Below are the proposed designs for the payment plan switch.