AIG Private Client Group

Casestudy

Making payments for this product shouldn't be hard. Relying on a clunky outdated third party payment system, a this product with Design Thinking and Agile practices along with research insights and a Test Driven Design approach was a top priority. Using a combination of all the afore mentioned modern process practices, a new Portal Experience was launched with great success.

Paying bills should'nt be so hard

AIG Private Client Group relied on a third-party online bill payments system that was clunky, outdated, and not future proof. Customers found the sytem to be so arduous, they made frequent (and costly) calls to the PCG and Chase call centers.
(Not owning the expereince hurt the PCG brand.)
(Call centers are expensive)

Design Thinking

Best practices, design approach, and solid competitive analysis along side iterative design would be the the quickest way to help Private Client Group save money, keep customers and deliver those customers a better experience. With the right design appraoch to meet the ask the foundations of the new experience were born.

Hinge Design System

The XD Hinge Design System for AIG was crucial for building scalable and sustainable digital products. Establishing standards up front and using them as a shared vocabulary between design, development and business will lead to huge increases in quality and efficiency. AIG Private Client Group is one of the projects utilizing the Hinge Design System as well as contributing tried and tested components to add to the system.

Design

Tested designs and iterteated redesign based on test data to meet product criteria.

Test

The team utlized continuous usability testing to make design descisions, utlized A/B testing to guage acceptance.

Repeat

The test-driven design approach minimized cost and mitigated risk.

The road map

The XD team will be rolling out paperless options and online policy views leading to a reduction of print and mail costs, a long with claims status tracking to allow our claims center to focus on resolution.

[Business process efficiency]
[Differentiated Customer Service]

Results

27,000+ transactions processed by Express Bill Pay
$100,000,000+ in premium payments made between July 2018 and January 2019

Almost changed insurance providers becsuse of [the previous site]. But because this new bill pay site I will stay with AIG as your actual insurance service is quiet good.

This is a huge improvement from the earlier web pay for AIG, thank you.

This is much impreved over the old system. I used to call in to pay by phone as the old system never worked for me. This is a very welcome and needed change!

Takeaways

Iterative design with frequent testing delivered a self-service bill pay solution within 6 months. The solution saw immediate results in usage commanding traffic of payments cumulating in millions of dollars that were no longer being off-set by huge call center fees and high possibility of customer detraction proving that a good experience can increases customer LTV.