FCBi Case Study
— As a first foray into digital customer service and client management, MetLink, MyBenefits, MetDental and MetAccess were pitched as a comprehensive solution. They were designed and launched in the early oughts to provide direct service links to employees, employers, medical service providers, and agents. FCBi collaborated doing the research for the required feature set with MetLife’s internal research team. Together we performed dozens of hours of direct customer interviews and focused discussion groups in New York, Atlanta, and Chicago to learn what customers needed most. We then worked alongside Sapient to generate a functional specification before internally developing a complete set of wire-frames as well as an in-house competition between our designers for the Homepage design and UI guidelines. We then developed HTML templates to hand off to MetLife’s own developers.
The results were good!
MetLife’s ”MetLink” Employee Portal Wins Standard of Excellence Award from Web Marketing Association
Available to more than 8,000 of MetLife’s Institutional Business customers, MetLink has been adopted by 11,000 benefits managers nationwide who conducted more than 3 million transactions in 2003. Employers’ reaction to MetLink is clear: more than 90% of employers from small to large groups report that they are satisfied or very satisfied according to MetLife’s ongoing Customer Satisfaction Surveys.”
Business Wire, Oct 6, 2004
MetLife’s Customers Benefit From Portal’s Upgrade
MetLink’s success has not gone unnoticed. The portal received the Web Marketing Association’s 2004 Standard of Excellence Web Award. The award compares corporate Web sites against an overall standard of excellence related to design, innovation, content, technology, interactivity, navigation and ease of use. MetLink also received the 2004 E-Fusion award for Customer Service and Benefits Management from AM Best.”
Insurance Networking News, Jan 3 2005
This is the first of three times I crossed paths with Robert Benmosche. On a day to day basis, we worked with Sachin Shah (head of digital) and his team, but for our final design pitch, once we knew exactly what we wanted the system to do, and what it was going to look like, we pitched Bob and his core team. I had a lot of help on this project, but this is what I was hired to do: figure out what to build, make sure we were right, make it beautiful, and convince the CEO of MetLife we had something valuable. MyBenefits and it’s sister portal entry-points, except MetDental, are still running 14 years later.