MetLife
Focused, human centered design and considerations, as it relates to insurance, both personal and corporate.
Product Design
User research
Customer Experience
Ethnographic research
User testing
User Interface Design
My work at Metlife saw me involved with helping to solve and understand several inter-connecting, and company wide issues.
End-to-end experience for product design from discovery to developed design, working across service design issues and discovery of customer journeys
– Workshop facilitation with fund managers, stakeholders, account managers
– Ideation and sketching, artefact creation (low, medium and high fidelity prototyping)
– Customer experience team collaboration and design input for online insurance management and customer insurance literacy
Delivery of elegant, functional and human centered design (HCD) and products
DISCOVERY
The project started off with a wide range of stakeholders present, giving their critical input at discovery phase, 2 day research and discovery workshop.
PROCESS:
- How Might We
- Lightning Talks
- HMW Sharing and
- Affinity Mapping
- HMW Voting
- Experience Mapping
- User Interviews
- Empathy Building
- Exercises
- User Journey Mapping
STEPS FORWARD
Firstly, the online application process, and what it meant and how it was being understood by applicants and customers, and from a B2B perspective, how stakeholders such as Fund Managers, Brokers and HR managers were handling underwriting and claims processes.
Tasks included: Research: (planning, collecting issues and presenting them as goals, prioritising revisiting goals, interviews, survey creation, contextual inquiry, synthesis and affinity mapping, usability testing, blueprints) for online insurance claims and underwriting applications, B2B portals, service finding tools and corporate insurance ‘kits’, internal discovery to identify the business requirements and constraints and increase engagement, decrease wastage