Reducing anxiety in high-stakes claims journeys.
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.
Note on data: All values shown are illustrative and do not represent actual company data.
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 FINEOS data updated multiple times per day, but exposing that backend complexity would have made an already stressful journey harder to understand. I partnered with engineering to translate program logic into a smaller set of readable statuses, structured summaries, and dependable next actions.
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.
Research showed that claimants cared first about status, required actions, and what had changed. I removed lower-value interface detail and elevated those three signals, trading information density for faster comprehension during high-anxiety moments.
Integrated disability, absence management, and PFML into one coherent experience so users could track progress without jumping between separate workflows.
Translated high-volume FINEOS claim data refreshed several times per day into readable statuses, structured summaries, and dependable next actions.
Used several design reviews per week to keep Product, Engineering, and Operations aligned as regulated requirements evolved.