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

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)

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

20. Scheduled Messaging
20

21. Private Network
21

22. Digital Keepsake
22

23. Lead Generation
23

24. In Practice
Mobile Process

25. MetLife Alico Japan
Introducing
Harmony

27. The Vision: To remove the
complexity from the AgentCustomer experience.

28. What we’re building.

29. What we’re building.

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

38. Paper
prototypes
help identify
content and
functionality.

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.

51. At work?
Leaning Back?

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

64. Process
Co-location

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

67. Pod
or
or
UX
BIZ
IT

68. 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

75. Process
Measurement

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
!
!