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

MetLife Re-inventing the way consumers buy insurance.

Hi, I’m Sharon

VP Strategy, MetLife 145 Years Young

Fortune 50 Global Company 60,000+ Associates

Hi, I’m Alex

CEO, Ai Ecommerce Agency

HQ in Manhattan Strategy, Design, & Dev

MetLifeDigital Initiatives

Enthusiastic Team &

Leadership

Entrepreneurial Startup

Mentality

145 Years Young…Tech Startup

Pushing the Limits.

Pilot. Learn. Adapt.

MetLife is leapfrogging the

industry.

Sales Marketing

What we’re building.

Service

MULANMobile Ubiquitous Life Insurance

Access Network

Make it easy to do business.• Increase flexibility

• Simple, fast, easy

• Differentiated services at your fingertips

• Real-time quotes

• Personalized notifications

188Net Promoter

ScoreEquivalent call center

representatives

10

The Results

%+Self-service

utilization

+

The WallBig data customer service

90,000,000 customers

70,000

employees

2,000 software apps around the world

400just for policy administration!

Combined data from 70 systems.

360 view of caller’s policies.

Drastically improved customer satisfaction and call center productivity.

The start...

Three months (yes, three)

801,200systems

aggregatedglobal employees

using system

3months to build

The Results

“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

InfinityBuilding an emotional connection.

“…organizations who optimize this emotional connection

outperform competitors by as much as 85% in sales growth.”

- Gallup, 2013

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Scheduled Messaging

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Private Network

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Digital Keepsake

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Lead Generation

In PracticeMobile Process

IntroducingHarmony

MetLife Alico Japan

The Vision: To remove the complexity from the Agent-

Customer experience.

What we’re building.

What we’re building.

What we’re building.A mobile sales application used by over 30,000 sales agents and millions of customers.

Lean UXProcess

Look familiar?

There just has to be a better way.

Lean UX Cycle

Think

Check

MakeGather requirements Invent

Design the experience

Validate with users

DROP YOUR SCREEN RIGHT UP IN HERE

Paper prototypes

help identify content and

functionality.

Only 5 Participants are needed

But why users? I’m the business.

After Testing: bring the results back to business and discuss

findings and decisions.

Deciding in the browser

Process

mill

ions

of r

esul

ts

'06 '07 '08 '09 '10 '11 '12 '13 '14

4,3603,930

3,210

1,510

2,1101,720

9291,220

703

20?? is the “Year of Mobile”

Source: Google

2014 is the year of enough already.

At work? Leaning Back?

The Truth: your users are using your app wherever and on

whatever device they please.

So how can we build products only asking people to look at a piece of paper?

Decide in browser has 2 parts.

Component Library Responsive Approach

4 Rules for Component

Library

Developers stick to the guide.

Designer directs “over the shoulder” for new cases.

Business consulted for functionality.

New components added to the library.

Responsive Range

Medium Devices (Tablet) Large Devices (Desktop)

700 px 960 px

Break Point

959 px 1200 px

Determine responsive range.

Medium device (tablet) vertical.Medium Device (Tablet)

Medium device (tablet) horizontal.

The product item and product detail column will expand proportionally.

The left rail will be locked and will not expand.

All Larger Devices

Any screen/browser size beyond the 1200 px width, the background color will expand.

And consider all larger devices.All Larger Devices

Any screen/browser size beyond the 1200 px width, the background color will expand.

Any screen/browser size beyond the 1200px width, the background will expand.

invisionapp.com marvelapp.com

Two Great Prototyping Apps

Co-locationProcess

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OR

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For Designers:How to get your IT Department to support

your User Experience initiatives.

2 YEARS AGO...

UX IT

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Inclusion

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UX IT

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BIZ

Pod

orLead Owner Lead

Translator

IA

Designer

AnalystBackend

Fender

QAResearcher

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MeasurementProcess

5 KPIs beyond the standards

User satisfaction.

Net promoter score.

Application usage.

Lift in self-service.

Application speed.

Build the right thing.Lean UX

Reduce feedback time.Co-Location

Design in right place.Decide in Browser

Fail fast. Ensure Success.Measurement

Mobile Process

Thank You! Come see us at booth # 300

Alex Schmelkin as@alexanderinteractive.com

http://aiwork.com !

Sharon Rodriguez srodriguez3@metlife.com

http://metlife.com !

We’re hiring!

We’re hiring!