Designing the future of online billing with Allstate

How might customers experience a better billing service? And how might Allstate’s technology, business operations and customer teams synchronise to deliver an ideal billing service experience?

Services Provided
  • Service design
  • Stakeholder mapping
  • Ethnographic research
  • Contextual enquiry
  • Co-creation
  • Storyboarding
  • Service blueprinting
Allstate Billing - Workshop planning

The Problem

Allstate Insurance approached Big Motive to help them tackle a major challenge; to redesign a global billing and payments system that sits at the core of the company’s business operations.

Involving a multitude of teams, stakeholders, third-party providers and a 29 year old IT system, Allstate had launched a vendor selection process to create a new billing platform. Allstate faced difficulty in assessing the relative merits of vendor’s systems and capability. A new solution needed to sweep away legacy issues and flex to deal with customer demands in the future. Together with Allstate’s billing team, we reframed the problem to explore how Allstate’s future customers will buy and pay for insurance.

We Asked

How might customers experience a better billing service? And how might Allstate’s technology, business operations and customer teams synchronise to deliver an ideal billing service experience?

Our Approach

To answer our question we set about to create a hypothetical billing service of the future. Adopting a human-centred approach, we set about to solve the problem through a people rather than technology lens.

We defined ‘customers’ broadly to understand the needs of Allstate employees and stakeholders, agency sales teams and bill paying customers. Having mapped a wide range of needs, we converged on a set of themes enabling us to work collaboratively on a ‘future-state’ service blueprint for a new global platform.

The project involved a period of in-depth qualitative research and business analysis, collaborative workshops to co-create future billing ideas and service blueprinting to map hypothesis into a system view.

Results

Working with Allstate’s billing team on this monumental project has made a significant impact within as well as beyond Allstate’s IT organisation. Specific results included:

Big Motive’s service design methodology helped us identify customer problems and the extent to which our own people struggle with complex internal systems. The billing service project has been incredible in terms of its impact across the organisation. We set out to ‘design out complexity’ from a monumental initiative – and created new possibilities for billing that we would never have imagined. Most importantly the project has created energy and buy-in from senior business leaders across the company around a more customer-centred view of billing and payments.

Feargus McCauley Senior Manager: Billing and Payments Modernization Allstate Insurance
Share this

Prev

Designing a UK citizen experience for BBC4
Get In Touch

If you have a project
you’d like to discuss.

Say Hello