Context

New client onboarding is a decisive moment. As Will Rogers said, "you never get a second chance to make a first impression", it better be good! But new registrations often mean red tape and therefore a terrible user experience.

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Challenge

One of the largest insurance providers in the world was looking for a new approach to their customer onboarding process. They wanted their customers to explore their insurance needs, and maximise cross-selling and up-selling opportunities while completing an insurance application, all in a single meeting.

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Outcomes

An accelerated application process:

• Automation of the onboarding pack: time reduction of the overall back-office process from 20 minutes to 3 seconds per client

• A captivating SmartQuote tool

• Boosted average conversion rate, cross-selling and basket size

• Further opportunities: sharing transversal knowledge of the client status between departments.

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"Innovation happened through playful collaboration with the client and listening to real users in the field from day one of this project."
OLIVER HAAS

OLIVER HAAS

UX/UI DESIGNER

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BOUYGUES | THAILAND

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