MetLife
Create one coherent experience across benefits, claims, documents, and services.
The challenge:
MetLife's servicing experience had grown across legacy systems, acquisitions, product teams, and multiple technology platforms. Members encountered slow performance, inconsistent product information, disconnected servicing experiences, and complex transactions.
The insight:
The visible interface wasn't the problem.
The underlying ecosystem was.
The approach:
I owned experience design across a year-long transformation of MetLife's servicing ecosystem. Rather than treating each issue as an isolated UX problem, I designed patterns, navigation, content strategies, and transaction models that could work across products, platforms, and technical constraints
Four problems. One connected experience.
01
Bite, Snack, Meal
Designing around latency instead of making users wait
MetLife sometimes needed many seconds to assemble a member's complete product information from multiple data sources. Rather than hold the entire experience until every system responded, I designed progressive levels of product information.
Bite: Immediately useful product content on the home page.
Snack: Contextual product information delivered in a modal.
Meal: The complete experience on the account or marketing site.
Snack: Contextual product information delivered in a modal.
Meal: The complete experience on the account or marketing site.
The system could progressively determine what MetLife knew about the member and route them appropriately—providing value immediately while slower systems completed their work.
02
“Narnia”
Connecting products that hadn't yet been integrated
Acquisitions frequently left MetLife products living on separate servicing platforms. Members could have multiple MetLife products without having a single place from which to reach them.I
I designed a persistent navigation layer above the global navigation that connected these separate properties. Internally nicknamed “Narnia,” it created an evergreen pattern that could accommodate existing products such as Pet and Legal while expanding as MetLife acquired additional offerings.
03
Account cards
MetLife's account page had accumulated inconsistent product cards as individual product teams added information over time. Cards varied dramatically in length, structure, and content, making the page difficult to scan.
I redesigned the card system and developed a research-informed content strategy defining what information belonged on every card—and what belonged on the product detail page. Consistent structure let members scan products for the same key information while giving product owners confidence that the most-needed content remained visible.
04
Life insurance application
Turning a digital form into a guided application
MetLife's life insurance application largely reproduced the structure of a traditional form online. I redesigned it as a guided digital experience, applying patterns I had previously validated through research at H&R Block.
Long sequences of questions were broken into manageable sections, applicants could save their progress, understand where they were in the process, and move easily between sections.
The Outcome:
The work established reusable experience patterns across MetLife's servicing ecosystem—from how products were discovered and navigated to how information and complex transactions were structured. Instead of solving four isolated problems, the work created systems that could continue to scale across products and acquisitions.