Fast policy sales
MetLife
Research & strategic design
MetLife
We helped MetLife to design and develop a tool to empower their agents to generate policies on the field in extreme conditions. The challenge was that the company requested us to help them to find a way to provide a new sales tool for their agents in the field who were in charge of generating insurance policies for public workers.
In this project, we had to adhere to certain restrictions. One of them was that agents could only access public buildings for a maximum of 30 minutes. During this time, they had to communicate, propose and create policies. Moreover, the system had to function without an internet connection and be compatible with small tablets. Lastly, it needed to be suitable for use by agents nationwide.
MetLife recognized that innovation was a crucial factor in the success of the project. Therefore, we devoted time to comprehending the business’s objectives as well as the perspectives of users and policy sellers. This allowed us to gain valuable insights into the project’s needs.
Strategic design
Research design
UX design
Strategic design: Francis Restoy & Aitor Gonzalez
Research: Raquel Suarez & Francis Restoy
UX design: Francis, Aitor, Paca
Ethnography for user experience
MetLife
Through contextual observations and in-depth interviews, we delved into the current tools that insurance agents use during their sales process.
This research, conducted in various locations in Mexico, allowed us to gain insight into the agents’ needs, frustrations, pain points, expectations, and contexts, enabling us to empathize with them.
Using this information, we created a journey map that illustrated a typical day in the life of a Metlife insurance agent.
Strategy and paper prototype
MetLife
Following our initial investigation, we developed various hypotheses that required validation before proceeding further in the process.
Thus, our team opted to create a paper prototype with multiple significant friction points to enhance the agent experience design.
Subsequently, we tested the paper prototype with various agents and analyzed the results to refine our product strategy and proceed with the product design phase.
