MetLife Japan Rebrand & UX Refresh

MetLife hired Cake & Arrow to help them create a foundational sales app to be launched first in Japan, and then serve a test for how it may offer opportunities for growth across global markets.

As the Junior UI/Visual Designer, along with my Lead, we were able to leverage the global MetLife design system and research data from the ethnographic study to design a robust sales app to serve agents in Japan.

Role
Junior Visual Designer

Timeline
Q2 - Q3 2017

Agency
Cake & Arrow

Problem statement

MetLife sales agents in Japan are facing a lack of personalized tools that align with their individual workflows and local market requirements, which is impacting their ability to compete effectively and capitalize on sales opportunities in Japan's highly competitive insurance market.

Cake & Arrow’s research team dove deep into understanding the agents who use the app daily through an extensive ethnographic study. By conducting research and testing prototypes across five cities in Japan, they discovered that agents weren’t really using most of the tools designed for them. Instead, they were creating their own tools, brochures, and hacks just to get the job done. This highlighted a clear gap between what managers thought agents needed and what agents actually needed on the frontlines.

Building on these insights, the team kept up ongoing usability testing to refine and validate their design choices. This research was a game-changer for the lead Visual Designer and me as we shaped the app’s UI and visual design.

Ethnographic Research Study

Outcomes

We worked diligently with our development team in Sweden to complete design of the app while the team created teaser videos and training content to encourage enthusiasm and adoption of the new process.

This app launch served as somewhat of a test for MetLife. As one of the most complex regulatory markets, they wanted to launch in Japan and see how this may serve as the foundational app for individual markets globally.

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