Redesigned fragmented disability and absence workflows into one unified claim experience, helping customers and employees track status, next steps, and required actions without jumping between systems.
Customers managing Disability Benefits and Absence Management had to piece together one journey across disconnected pages in web and mobile. Key claim details were split by program, which made status tracking harder and increased support dependency. The goal was to create a single end-to-end claim view with clear progress and action cues.
Primary User Profile
Employees and policyholders navigating disability and leave-related claims while coordinating with employers, care providers, and internal claims teams.
The experience depended on high-volume claim data from FINEOS, updated multiple times per day. I partnered with engineering to convert that complexity into readable UI states, structured summaries, and dependable status logic so users could quickly understand what changed and what to do next.
Partnered with MetLife's UX research team to map claimant pain points, clarify service constraints, and prioritize the moments with the highest user anxiety.
Produced and reviewed Adobe XD iterations several times per week to align product, engineering, and operations on evolving requirements.
Removed low-value interface noise, clarified hierarchy, and prioritized status and task visibility to improve comprehension and perceived speed.
Integrated disability, absence management, and PFML into one coherent journey so users can track progress without jumping between tools.
Reduced UI and data overhead, improving perceived load speed while making statuses, timelines, and next actions easier to understand.