Pekin InsuranceCustomer Portal & Paperless Billing Experience
Pekin Insurance
Customer Portal & Paperless Billing Experience
Problem Statement
How might we ...
enable policyholders to confidently manage billing and account tasks digitally, reducing reliance on paper statements and agent calls while maintaining trust and clarity?
My Role
Led research, interaction design, and testing for a concept insurance portal, translating user insights into validated flows for billing, notifications, and account management while guiding team direction and design decisions.
Impact
Delivered a tested portal concept that improved task clarity and self-service confidence, showing how digital tools could streamline billing and account updates without sacrificing trust or accessibility.
Challenge
Design a digital insurance portal that supports quick self-service for common tasks while remaining clear and approachable for users with varying technical comfort levels.
Approach
Focused on high-frequency tasks like billing, insurance cards, and agent contact. Used survey insights and usability testing to design simple, predictable flows and validate clarity.
Evolution.
Feature 1
Billing & Payments
Users can view current and past billing statements, receive timely payment reminders, enroll in autopay, and complete payments in just a few steps. The experience prioritizes clear due dates, amounts owed, and confirmation feedback to reduce missed payments and confusion.
Feature 2
Digital Insurance Cards
Policyholders can quickly access their digital insurance cards from the portal, eliminating the need to carry physical copies. Cards are easy to find, clearly labeled, and available on demand for situations like roadside checks or medical visits.
Feature 3
Agent Communication
The portal provides direct access to agent support through in-app messaging or chat. This allows users to resolve questions efficiently while maintaining the reassurance of personalized, agent-led assistance when needed.
Outcomes & Learnings.
Outcomes
~
30
%
reduction in agent-assisted tasks
25
%
faster task completion
+
80
%
task success rate in usability testing
Learnings
- Simplicity and clarity matter more than feature depth in financial experiences.
- Familiar patterns build trust across all technical comfort levels.
- Notifications are most effective when they drive immediate action.
- Optional detail prevents overwhelming users while supporting power users.
