lean ux and ecommerce design: how ai is transforming the insurance industry with metlife
TRANSCRIPT
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
or&
OR
or
For Designers:How to get your IT Department to support
your User Experience initiatives.
2 YEARS AGO...
UX IT
oror
Inclusion
or
UX IT
or
BIZ
Pod
orLead Owner Lead
Translator
IA
Designer
AnalystBackend
Fender
QAResearcher
Mega PodUX BIZ IT
or
or
or
or
or or
or or
or
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 [email protected]
http://aiwork.com !
Sharon Rodriguez [email protected]
http://metlife.com !
We’re hiring!
We’re hiring!