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-consumer 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.
80% of people don’t believe “online insurance quotes” are accurate, buying their policy by phone. Gaining trust meant making the entire policy configuration process transparent.
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.
See how our UX and design put power into users’ hands, making the insurance purchase process transparent, fast, customizable—and successful.
reduced product time to market
(18 months instead of 24)
Placing second, digital experience for mobile quoting & buying in Forrester’s 2015 US Mobile Auto Insurance Functionality Benchmark