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 the customer 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. 

Business 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.

User Goals: 

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.

Analysis of Data Findings: (31 Respondents)

Have you had insurance? If so, what kind and for how long? 

Most of the interviewees have had insurance for years ranging from health, auto, home, and life. 

If you are currently looking for insurance, what are you looking for, and what type of company are you looking into using?

All mentioned they are not currently seeking new insurance policies, but there was a split on what they look for in a company. Some interviewees mentioned the most crucial aspect of a policy is the price, while others said either the company’s location or customer support is more critical.

When you open your insurance bill, what’s the first thing that you look for?

The answer from all interviewees was the same; they look for the total amount of the premium, and when it is due.

How are you currently making your insurance payments, how do you receive your bill, and would an incentive to switch to paperless be in your interest?

Those who currently pay insurance all pay automatically online, but how they received the invoice was mixed with some having it sent through email. At the same time, others were having it mailed physically. For the interviewees without paperless billing, they said they would switch if the incentive was good enough or saved money somehow. 

Are you willing to give your email and phone number to get notifications or receive your bill electronically? 

The interviewees mentioned their insurance companies already had their email and phone number and would like to be notified through email and texts.

If payment was missed, how would you want to be notified? 

Many interviewees preferred receiving 

 a notification via email or text, while one preferred email only.

Would you be interested in receiving alerts about payments of your upcoming bills?

The notifications for upcoming payments were requested through email and text, but since the fees were automatic, there would not be a specific reason for these notifications. 

In conclusion, the interviews confirmed what we should focus on when designing the paperless billing project, like making the premium easier to view, having a reliable notification system in place, and making customer assistance available if a user were to run into any issues using paperless.

Example User Persona: 

Eric – 30-Year Engineer at Caterpillar

 • Happily Married 

 • Has 3 Kids 

 • New House 

 • Has a daughter with diabetes


Eric has a long career in engineering at Caterpillar, Inc. in Peoria, Illinois. He works designing parts for tractors. After his day at the office, he enjoys coming home to eat and spend time with his family. He prefers not having to mess with his insurance bill, and if he needs to contact his agent, he prefers to visit locally in person. As an engineer, Eric likes to be organized and would be hesitant to move towards a paperless system. He is up to date with technology but has never used paperless billing.

Demographic Profile:

Eric’s family is very active and enjoys playing in sporting activities. One of his daughters has Juvenile Diabetes, so his life insurance is his primary focus. After saving for 20 years, he recently purchased his dream home and needs home insurance. It is essential he keeps his life insurance and has home insurance on his newly purchased home. 

End Goals:

 • Wants customer service readily available since he is a new user of paperless billing.

 • A simple way to see previous bills. 

 • Quickly organizable emails and invoices.


Eric is eating lunch at his desk and receives a notification on his phone that his latest insurance bill on his house has come. He has a question about his proposal, and with his recent switch to paperless wants confirmation. 

Example User Testing Results:

Overall, the feedback from user one was positive. He felt very comfortable with the sign-in screen and the information that was being asked. The user understood the home screen and had no difficulties finding the go paperless button. He also liked the use of carrying over the background and the environmental message it sent to Pekin’s customers. Tester one thought the success screens were necessary but straightforward for those who are not technologically advanced, to see that they completed the correct step. The paperless bill itself was well interpreted. The user understood the use of the blue, meaning it is a button to click on. He complimented the layout and easiness of the bill to read. He did recommend increasing the size of the text in the lower details part of the bill. He also complimented the customer service feature, adding it is a nice touch knowing customers can rely on their company. He pointed out the bill also included all the necessary information, and he liked the ability to see the price change in his statement. The user found the payment details screen to be straightforward and easy to understand. He did not like that there were no credit card options. He suggested adding pictures of credit cards under the selector to show customers what options they have.