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)
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Lean UX and Ecommerce Design: How Ai is transforming the insurance industry with MetLife
- 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
- 4. 145 Years Young… Tech Startup Enthusiastic Team & Leadership Entrepreneurial Startup Mentality Pushing the Limits. Pilot. Learn. Adapt.
- 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.
- 16. The Results 1,200 80 3 global employees using system systems aggregated months to build
- 17. “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
- 18. Infinity Building an emotional connection.
- 19. “…organizations who optimize this emotional connection outperform competitors by as much as 85% in sales growth.” - Gallup, 2013
- 27. The Vision: To remove the complexity from the AgentCustomer experience.
- 30. A mobile sales we’re What application used by over 30,000 sales agents and millions of customers. building.
- 31. Process Lean UX
- 32. Look familiar?
- 34. There just has to be a better way.
- 35. Lean UX Cycle Make Think Design the experience Gather requirements Invent Check Validate with users
- 37. DROP YOUR SCREEN RIGHT UP IN HERE
- 41. Only 5 Participants are needed
- 42. But why users? I’m the business.
- 47. After Testing: bring the results back to business and discuss findings and decisions.
- 48. Process Deciding in the browser
- 49. 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
- 50. 2014 is the year of enough already.
- 52. The Truth: your users are using your app wherever and on whatever device they please.
- 53. So how can we build products only asking people to look at a piece of paper?
- 55. Decide in browser has 2 parts. Component Library Responsive Approach
- 57. 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.
- 58. Determine responsive range. Responsive Range 959 px Medium Devices (Tablet) Break Point 700 px 960 px 1200 px Large Devices (Desktop)
- 59. Medium device (tablet) vertical. Medium Device (Tablet)
- 60. 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.
- 61. 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.
- 62. Two Great Prototyping Apps invisionapp.com marvelapp.com
- 65. 2 YEARS AGO... For Designers: How to get your IT Department to support your User Experience initiatives. or UX OR or IT
- 66. Inclusion or or
- 76. User satisfaction. 5 KPIs beyond the standards Net promoter score. Application usage. Lift in self-service. Application speed.
- 77. 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.
- 78. 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 ! !