Note: The designs and deliverables could not be showcased due to non-disclosure agreement with State Farm Insurance

Supported multiple design initiatives for the Billing and Payments business across Payment, Settlement, and Billing suites.

• Late and Return payment fees, and fee waiver in the Behavior Fee experience.
• Premium Pay, Multiple Bill Pay, Return Payments and Quick Pay.
• Estimated Next Bills, a feature of the Billing Clarity and Transparency effort.
• Transaction History UI,  an enhancement to help reduce Bill initiated contact volume by providing increased transparency of information It helps agents to efficiently answer customer questions and streamline the processes.

Individual contributions included:

• Identifying opportunities for improving the Billing and Payments, Agency and Associate experience.
• Leading overall design and delivery of Billing and Payments, Agency and Associate experience.
• Information designs, journey mapping, experience designs using Sketch and InVision.

This feature was part of the Billing Clarity and Transparency effort .

Previously if a customer inquires about what their future bill amount will be, it is handled in several different ways.

By enabling this functionality for agents, they will be able to get help in answering customer's questions with more confidence, and in a more efficient manner.

This feature will help Agents answer that customer question of ' What is my next bill?' without having to get assistance, or do manual calculations to determine the estimated amount.

The Estimated Next Bill feature will show the next three unbilled installments and will include any policy changes.

Other benefits include but not limited to

• Using the same reason codes as the bill for a consistent experience
• Identifying when an upcoming bill includes a missed installment amount
• Reflecting the estimated impact of an overpayment or credit in future installments

Initiative to incorporate fee waiver in the Behavior fee in Billing and Payments.

• In Billing and Payment UI, we are adding additional features to behavior fees. This feature allows for waiving of late payment fees and or a returned payment fee from the billing and payment UI.
• The agent or CCC rep can offer the customer an opportunity to waive fees. A freebie of a fee type is offered once in a 12 month rolling period. Any additional requests goes to Billing Operations for approval.
• If it's a previously paid fee, the waive fee action will take to the credit flow. Agent will need to select a reason and the fee gets waived systematically.
• if its an outstanding bill charged either at assessed or billed state, the the waive fee action will take to the waive flow.