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American Family Insurance processes 250,000 premium payments per month.

The Problem: American Family Insurance split its customer dashboard into two main sections: billing and policies. The separation was illogical, considering premiums keep policies active. It created unnecessary duplication and made the experience very unclear.

UX Research: Billing research here

Issues with the old flow

BEFORE: (show old flow issues)

Policy cards not shown and usually display below the fold.

AFTER: (show how I fixed it)

Solution: Explain the solution

Result: The final flow tested 40% faster, reducing abandoned payments and billing-related support calls for over 250k premium payments processed each month.