Gaining new customers against entrenched competitors
MetLife Auto & Home wanted to gain new customers and grow revenues by expanding its reach into the direct market, one already dominated by competitors with lower prices. The goal was to develop a customer self-service, mobile-first digital experience centered around easy quoting and purchasing, as well as managing customer policies online and servicing claims, from anywhere.
To bring its first direct-to-customer product to market, MetLife needed to revisit its core value proposition, better understand its customer needs and behaviors, and completely reimagine what the core customer experience could be.
Approach & Solution
Better than another online quote machine
We wanted to give prospects and customers more transparency into how their insurance policy is built. Our goal was to create a digital product and customer portal that lets users quote, purchase and manage their custom auto insurance online—without the need to ever speak to a representative.
Case Study Video: See how our UX and design put power into users’ hands, making the insurance purchase process transparent, fast, customizable—and successful.
Our research showed that people choose insurance based on service quality–not just price.
The site was the first direct-to-consumer, all-digital product for MetLife Auto & Home.
25 %
reduced product time to market (18 months instead of 24)
88 /100
placing second, digital experience for mobile quoting & buying in Forrester’s 2015 US Mobile Auto Insurance Functionality Benchmark
