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In customer surveys, one the top pain-points in the newly launched Claims experience was payments. The design team asked ourselves, how might we create a rewarding and exceptional payment experience - one in which customers feel both empowered and supported from initial onboarding all the way through to seeing their money delivered the way that makes the most sense for their lifestyle? By focusing on these important touch points, big gains in both customer satisfaction with payments, and loyalty through NPS were tracked: 1. Onboarding to payments, 2. Promotion of payment options with guidance 3. Bank account details and 4. Payee coordination and preferences.