![A hand holding a cell phone](https://cakeandarrow.com/wp-content/uploads/2019/12/metlife-large-aspect-ratio-2500x1406-2.png)
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
![A screenshot of a cell phone](https://cakeandarrow.com/wp-content/uploads/2020/02/MetLife_TwoPhones_2500x1494.png)
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.
![A screenshot of a computer](https://cakeandarrow.com/wp-content/uploads/2019/11/metlife-ipad-99b3f927.png)
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.
![A close up of a device](https://cakeandarrow.com/wp-content/uploads/2019/12/mobile-dashport-7a0d88be.jpg)
![](https://cakeandarrow.com/wp-content/uploads/2020/02/Quote_Flows_Table-aspect-ratio-1032x1384-1.jpg)
![A screenshot of a cell phone](https://cakeandarrow.com/wp-content/uploads/2019/12/MeetLife_ImageGalleryBlock_Landscape_2500x1555.png)
![](https://cakeandarrow.com/wp-content/uploads/2020/02/Quote_Flows_Table-aspect-ratio-1032x1384-1.jpg)
![A close up of a device](https://cakeandarrow.com/wp-content/uploads/2019/12/mobile-dashport-7a0d88be.jpg)
![A screenshot of a cell phone](https://cakeandarrow.com/wp-content/uploads/2019/12/MeetLife_ImageGalleryBlock_Landscape_2500x1555.png)
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