MetLife

Client Self-Sevice App & International Web Portals

MetLife is a global leader in insurance and financial services, needed to modernize its digital ecosystem across multiple regions. I led the design of the Client Self-Service mobile app (CSS) & Client Web Portal (CWP) for Mexico, the Agent Web Portal (AWP) for the United States & Colombia.

My role as the UX/CX Lead was to simplify complex insurance workflows, unify experiences across platforms and establish scalable design systems that could adapt to different markets and regulatory environments.

Role: UX/CX Lead |Senior UI/UX Designer
Duration: 4+ years
Platforms: iOS, Android and Responsive web
Market: United States, Mexico, Colombia
Scope: Client Self-Service App, Client Web Portal (Mexico), Agent Web Portal (United States, Colombia)

01 — the challenge

Insurance made usable, everywhere

Dense policy information. Insurance terminology and financial concepts were difficult for users to understand.
Critical user flows. Payments, claims and medical processes carried high stakes and required clarity.
Fragmented experiences. Mobile and web platforms needed alignment without losing local relevance.
Future scalability Design systems had to support ongoing product evolution across multiple markets.

The goal was to make insurance clear, approachable and consistent across platforms and regions..

02 — my role

Lead designer across three ecosystems

I owned and supported design across CSS, CWP and AWP

UX/CX strategy and design
Information architecture for complex insurance data
UI design for mobile and responsive web
Creation and maintenance of interconnected design systems
Iterative improvements based on usability testing and feedback
Collaboration with product, engineering, legal and quality teams.

03 — approach

Principles that shaped solutions

Each principle below is the one that decided how its problem got solved.

Simplifying insurance data

Progressive Disclosure

Problem. Users struggled to understand their coverage, payments and benefits.

Solution. Modular sections, contextual help and visual hierarchy simplified comprehension.

Unifying international portals

Scalable systems

Problem. Different markets required unique flows but needed a unified brand experience.

Solution. Built interconnected design systems with reusable components and shared interaction patterns.

Reducing stress in sensitive flows

Empathy through clarity

Problem. Financial and medical processes caused anxiety and uncertainty.

Solution. Step by step flows, upfront explanations, clean confirmations and instructional content reduced ambiguity.

04 — impact

What was delivered

Clearer communication of complex insurance products
Stronger cohesion between mobile and web experiences
A consistent visual language across Mexico, US and Colombia
Scalable design systems supporting future MetLife products

Specific metrics and results are confidential.

Click here to see my work files

05 — reflection

What I took from it

Working across multiple international portals reinforced how much clarity, consistency and empathy matter in complex, regulated industries. This project sharpened my ability to

Translate dense complex concepts into approachable experiences
Balance strict business requirements with user needs
Build scalable design foundations for global ecosystems