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MetLife Claim Center
The Business Problem:
Claims could only be filed offline. Customers were forced to call the Call Center or mail in paper claim forms, resulting in high operational costs. Minimal claim status information was available to customers online - the data was typically outdated or unclear, leading to even more calls to the Call Center.
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The User Needs:
Users expected to be able to file claims online since most of MetLife's competition already had this functionality on their self-service portals. Users also expected to see real-time claim status and payment information, as well as have the ability to upload supporting claim documents and manage claim payment accounts.
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The Solution:
A responsive, card-based design that allows customers to quickly find and manage recent claims, file new claims and search their claim history.
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My Role:
UX and Creative Lead. We worked in design sprints passing assets to Dev as completed. We conducted usability testing at the end of our sprints and made improvements in scheduled future releases.
Competitive Research, Requirements Gathering, User Stories, User Research, Wireframes, Prototypes, Interaction Design, Usability Testing, QA Testing, Management of Creative and Copywriting team.
Key Functionality
Claim Detail Page
Bubbles up the most important information about the customer's claim with placeholders for promotional and educational content.
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Claim History Page
Customers can filter this claim history table by product, insured and date.
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Each row of the table is expandable and provides a relevant information about the claim, with a link to the claim detail page.
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File a Claim
The amount of information needed to file a claim is overwhelming. Progressive disclosure layout was used to present the form in digestible chunks. The user can always see where they are in the process and go back to prior steps to add or edit information.
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Promotional & Educational Content
Generic card templates were designed to house any content our product partners would want to showcase to customers including educational video and promotional messaging.
Responsive Design
Each page was designed in tablet and phone views to ensure the best responsive experience across platforms.
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Documentation
A lot of documentation was prepared to illustrate the dynamic "faces" of the cards based on claim status.
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Error Handling & Messaging
All errors and warning messages were documented.
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