When a MetLife customer calls customer service they connect with a call-associate who, at the time of this project, used 3-5 different systems (some of them "green" screens) to service that customer.
For a veteran it can be done. For obvious reasons, it's immensely difficult to juggle and makes training and employee retention very difficult.
MetLife’s call center leadership tasked the firm I worked with to fulfill the business requirements and user experience design to entirely revamp MetLife’s customer service platform.
Our main objective was to centralize everything (ie. billing, research, banking, customer benefits, claims) into one application that could be applied to the MetLife insurance verticals (Dental, Annuities, Vision, Health).
My role on this project was, firstly, understand the subject matter. With this understanding I could then create a framework to centralize the features scattered about in multiple apps and methods (eg. post-it notes).
I collaborated with 3 business analyst team members and the client. This included stakeholders as well as a liaison from a MetLife call-center. We delivered hundreds of wireframes (examples below) to illustrate to the client and development team how we recommend centralizing the call-center apps.