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METLIFE | HONG KONG

Revolutionising customer experience

A more engaging, streamlined and seamless user experience for insurance customers.

Context

New client onboarding is a decisive moment. As Will Rogers said, "you never get a second chance to make a first impression", it better be good! But new registrations often mean red tape and therefore a terrible user experience.

Challenge

MetLife was looking for a new approach to their customer onboarding process. They wanted their customers to explore their insurance needs, maximise the cross-selling and upselling opportunities while completing an insurance application in a single meeting.

Outcomes

Accelerated Application Process

  • Automation of the onboarding pack: time reduction of the overall back-office process from 20 minutes to 3 seconds per client
  • Efficient SmartQuote tool
  • Boosted average conversion rates, cross-selling and basket size
  • Further oppportunities: sharing transversal knowledge of the client status between each department at MetLife.
"Innovation happened through playful collaboration with the client and listening to real users in the field since day one of this project."
Oliver Haas
UI/UX Designer