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MetLife Servicing Transformation

In my role as Lead UX Strategist for this project, I led the UX team in creating a more efficient and user-friendly Claims Process.

The project focused on enterprise-level SaaS transformation, working across Mexico, US, and Europe, where we developed Future State Blueprints, User Journeys, and Process Models.

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The

Challenge

  • Platform Integration: Aligning optimized workflow with existing SaaS platform.
     

  • Future-Proofing: Adapting to evolving personas and regulations.
     

  • Data Security: Protecting sensitive customer information.
     

  • User Adoption: Overcoming resistance and providing tailored training.

Project

Overview

  • Client:
    MetLife 

  • My Role:
    Lead UX Strategist | Veracity|RGP Group

  • Project Dates:
    March 2022 - September 2022

Collaboration with

Developers

  • ​​Throughout the project, I worked closely with developers, ensuring that our designs were practical and could be implemented easily using basic HTML and CSS knowledge.

Project

Management

  • I managed design sprints and workflows through Azure DevOps, ensuring progress was tracked effectively, and deadlines were met. The process involved regular iteration cycles based on stakeholder and user feedback.

User

Research

Design Thinking

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Design

Process

The

Solution

Results& Impact

The MetLife Servicing Transformation project had a significant and lasting impact:
 

  • Setting a New Standard:

    • Demonstrated the value of user-centered process optimization.
       

  • Prioritizing Key  Claims:

    • Focused on complex Hospitalization Claims.
       

  • Continuous improvement:

    • The Death Insurance Transformation was implemented a few months later. 
       

  • SaaS Perspective:

    • Utilized scalability, data integration, and automation.
      ​

The MetLife Servicing Transformation project not only delivered immediate benefits but also set a precedent for future process improvements, demonstrating the power of a well-executed transformation initiative within a SaaS environment.

Successfully transformed over 20 SaaS B2B products and services, resulting in a seamless User Experience for 100 million customers worldwide.

Leveraged UX/UI Design expertise and tools like Figma and Sketch to create intuitive interfaces that empowered more than 30,000 associates to deliver enhanced services across 20 countries and regions.

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