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Lean UX and Ecommerce Design: How Ai is transforming the insurance industry with MetLife
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Lean UX and Ecommerce Design: How Ai is transforming the insurance industry with MetLife

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Learn how MetLife is re-inventing the way that people buy insurance with ecommerce agency Alexander Interactive (Ai)

Learn how MetLife is re-inventing the way that people buy insurance with ecommerce agency Alexander Interactive (Ai)

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  • 1. MetLife Re-inventing the 
 way consumers 
 buy insurance.
  • 2. Hi, I’m Sharon Hi, I’m Alex VP Strategy, MetLife CEO, Ai 145 Years Young Fortune 50 Global Company 60,000+ Associates Ecommerce Agency HQ in Manhattan Strategy, Design, & Dev
  • 3. MetLife
 Digital Initiatives
  • 4. 145 Years Young…
 Tech Startup Enthusiastic 
 Team & 
 Leadership Entrepreneurial Startup Mentality Pushing 
 the Limits. Pilot. Learn. Adapt.
  • 5. MetLife is leapfrogging the industry.
  • 6. What we’re building. Sales Service Marketing
  • 7. MULAN Mobile Ubiquitous Life Insurance Access Network
  • 8. Make it easy to do business. • Increase flexibility • Simple, fast, easy • Differentiated services at your fingertips • Real-time quotes • Personalized notifications
  • 9. The Results 8 Equivalent call center representatives 18 + Net Promoter Score 10 + % Self-service utilization
  • 10. The Wall Big data customer service
  • 11. 90,000,000 
 customers 70,000 
 employees 2,000 
 software apps around the world 400
 just for policy administration!
  • 12. The start... Combined data 
 from 70 systems. 360 view of caller’s policies. Drastically improved customer satisfaction and call center productivity.
  • 13. Three months (yes, three)
  • 14. The Results 1,200 80 3 global employees using system systems aggregated months to build
  • 15. “Looking beyond MetLife 
 and even the insurance industry, 
 The Wall may well be a prototype 
 for the next generation of 
 customer 360 applications.” - Information Week, May 2013
  • 16. Infinity Building an emotional connection.
  • 17. “…organizations who optimize this emotional connection outperform competitors by as much as 85% in sales growth.” - Gallup, 2013
  • 18. Scheduled Messaging 20
  • 19. Private Network 21
  • 20. Digital Keepsake 22
  • 21. Lead Generation 23
  • 22. In Practice
 Mobile Process
  • 23. MetLife Alico Japan Introducing
 Harmony
  • 24. The Vision: To remove the complexity from the AgentCustomer experience.
  • 25. What we’re building.
  • 26. What we’re building.
  • 27. A mobile sales we’re What application used by over 30,000 sales agents and millions of customers. building.
  • 28. Process Lean UX
  • 29. Look familiar?
  • 30. There just has to be a better way.
  • 31. Lean UX Cycle Make Think Design the experience Gather requirements Invent Check Validate with users
  • 32. DROP YOUR SCREEN RIGHT UP IN HERE
  • 33. Paper prototypes help identify content and functionality.
  • 34. Only 5 Participants are needed
  • 35. But why users? I’m the business.
  • 36. After Testing: bring the results back to business and discuss findings and decisions.
  • 37. Process Deciding in 
 the browser
  • 38. millions of results 20?? is the “Year of Mobile” 4,360 3,930 3,210 2,110 1,720 1,510 1,220 929 703 '06 Source: Google '07 '08 '09 '10 '11 '12 '13 '14
  • 39. 2014 is the year of enough already.
  • 40. At work? Leaning Back?
  • 41. The Truth: your users are using your app wherever and on whatever device they please.
  • 42. So how can we build products only asking people to look at a piece of paper?
  • 43. Decide in browser has 2 parts. Component Library Responsive Approach
  • 44. Developers stick to the guide. 4 Rules for Component Library Designer directs “over the shoulder” for new cases. Business consulted for functionality. New components added to the library.
  • 45. Determine responsive range. Responsive Range 959 px Medium Devices (Tablet) Break Point 700 px 960 px 1200 px Large Devices (Desktop)
  • 46. Medium device (tablet) vertical. Medium Device (Tablet)
  • 47. Medium device (tablet) horizontal. All Larger Devices The left rail will be locked and will not expand. Any screen/browser size beyond the 1200 px width, the background color will expand. The product item and product detail column will expand proportionally.
  • 48. And consider all larger devices. All Larger Devices Any screen/ browser size beyond the 1200px width, the background Any screen/browser size beyond the 1200 px width, will color will the background expand. expand.
  • 49. Two Great Prototyping Apps invisionapp.com marvelapp.com
  • 50. Process Co-location
  • 51. 2 YEARS AGO... For Designers: How to get your IT Department to support your User Experience initiatives. or & UX OR or IT
  • 52. Inclusion or or
  • 53. Pod or or UX BIZ IT
  • 54. Mega Pod UX or Lead BIZ IT Owner or or IA or Lead Backend Analyst or or Designer or or or Fender Translator or Researcher QA
  • 55. Process Measurement
  • 56. User satisfaction. 5 KPIs beyond the standards Net promoter score. Application usage. Lift in self-service. Application speed.
  • 57. Mobile Process Lean UX Decide in Browser Build the right thing. Design in right place. Co-Location Measurement Reduce feedback time. Fail fast. Ensure Success.
  • 58. Thank You! Come see us at booth # 300 We’re hiring! We’re hiring! Sharon Rodriguez Alex Schmelkin srodriguez3@metlife.com http://metlife.com as@alexanderinteractive.com http://aiwork.com ! !