Metlife Projects
"Life Insurance in a box"
Life insurance in a box is a partnership between MetLife and Walmart. We empowered customers to purchase life insurance while they shopped for groceries. We trained agents to address customer needs and sign customers up for a policy. The agents learned by doing through role playing, improv, and acting out many different types of customer scenarios.
AD new product training
MetLife Direct Distribution wanted to offer a new product for direct distribution customers. We trained current agents to adopt a new pilot program.
Call Center Onboarding
We onboarded a new call center and used a train the trainer approach. We covered products, compliance, sales, competitors, and customer rights. The new call center had double the sales of all other call centers, 100% compliance one month and one year after the launch, and continues to outperform all others.
Technology projects
F5 Networks
Have a look at our wireframes →
F5 needed a new customer experience for their existing customer service portal. Customers couldn't get through the portal and either bought the competitor's product, or called customer service directly. We created a Roadmap, some wireframes, and conducted user research for an initial recommendation. Our roadmap and recommendations were used to create a better customer experience, and a more cost effective product.
Microsoft: Marketing Framework
Microsoft asked us to help them create a roadmap and gather a current state look at marketing framework across the world. We found that each region had a different way of marketing Microsoft products. We created a roadmap for Microsoft to streamline their marketing framework across the world while maintaining regional "flair."
Microsoft: EMEA Google Compete Marketing Call to Action
See "The Inconvenient Truth" artifact →
Microsoft in EMEA (headquartered in London) asked us to create a sense of urgency for their technology evangelists. We patterned our message after Al Gore's climate change campaign and called our presentation, "The Inconvenient Truth". We gathered stories from several leaders across Europe and warned that if Microsoft ignored the competition, a new company called "iAdGoogleBay" would take over the entire technology space (in the year 2007). It was a highly confidential project and was never adopted internally.