Experience Design
Work Overview
Challenge: One of Metlife's newer insurance offerings had a website experience that created friction in the customer acquisition and routing process, leading to drop-off and missed conversion opportunities. Work: Developed front-end website strategy to drive customer acquisition and routing. Mapped the customer journey and identified pain points through current state audit, market analysis, and best-in-class insurance sign-up benchmarking. Conducted and managed customer, stakeholder, and competitive research to inform friction-reduction recommendations. Deliverables: - Current consumer journey audit - Strategic recommendations highlighting key friction points and opportunities to streamline the sign-up experience based on industry best practices
