Update Payment Plan Project

The Billing section within the eService portal of Liberty Mutual is where users can manage their policy billing information. The goal of this project is to redesign the existing experience to provide users with more control to make changes to their payment plan, awareness about installment fees, and the reassurance that their payments are made. 

Framing the Problem
Reviewed billing competitive landscape, industry examples, studied a year’s worth of feedback on the current billing experience to surface pain points.

Define the Problem
Formulated problem statements around three core customer motivations: savings and fee avoidance, control and clarity. The teams split into three groups to brainstorm, sketch and the ultimately create low-fidelity wireframes to address each customer motivation. Rallying around the “why” led to three very different experiences and we wanted to better understand customer preference as early as possible in our design process. 

User Capabilities to Account for
● Access their bill
● View balance & due date
● View History
● Download Bill /Statement PDF
● Schedule a Payment
● Set Automatic Payments
● Manage Payment Methods
● Manage Payment frequency
● View & Understand Fees
● Set reminders and preferences
● Paperless settings
● Access Help & Support

Pain Point Examples
● Can't make changes to existing payment methods online
● Not clear if payment was submitted, needs reassurance
● Not aware of when payments are due, needs reminders

Ideation, Storyboarding, & Design
Sketch new solutions to address pain points and storyboard the ideal scenario. Select top ideas to move forward with for testing in front of customers. Created clickable prototypes.

Usability Testing
We conducted two user feedback sessions outside our Borthwick and Dover West office cafeterias and asked employees to spend just a few minutes putting themselves in our customers’ shoes. The result was over 250 completed surveys across our two sessions!  We weren’t only thrilled with the volume of actionable feedback, but also the level of engagement throughout the sessions.  With all of this attitudinal feedback, our next step was to take our two winning prototypes through a usability study to better understand how customer behaviors compare and contrast with what we’ve learned thus far.

10 One-on-One Usability Tests in Boston: 3/14/2017 - 3/16/2017
Collaboration session with the agile team: 3/20/2017

Participant Feedback
● Liked having insured car listed on billing summary
● Self-explanatory, shows billing summary
● Easy to navigate
● Didn’t have to scroll too much
● Confident making changes
● User liked the text “they received the last payment”

View Prototype