We added the dentist rating and dental cost estimator to the MetLife mobile app in 2019. These were the main feature requests from customers for our 2019 enhanced customer experience project.
We were asked, as a group of five UX specialists, to comprehend the user's journey and give the customer the tools to make educated judgments about price and service quality. I concentrated on the following:
Project kick-off meeting with team members
The process began with a user journey map. This was an important step in identifying opportunities and pain points; we mapped the user's current and future states and identified communication channels.
I integrated the components for the new Costs Estimator and worked out the functionality based on MetLife's already existing mobile design patterns. The Cost Estimator's key features would include in-network and out-of-network costs. For the Provider Rating feature, we used the Yelp API, which allowed us to connect with a system that users were already familiar with.
The Cost Estimator and Provider Rating features were well received, with initial feedback indicating a 62% adoption rate.
