MetLife Japan's Life Invest Dashboard garners Japan Customer Experience of the Year - Life Insurance trophy

The initiative earned recognition at the Asian Experience Awards for its transformative impact on customer engagement in the life insurance sector.

MetLife Japan has been recognised for its unwavering commitment to customer-centricity and innovation. At the esteemed Asian Experience Awards, MetLife Japan secured the coveted title of Japan Customer Experience of the Year - Life Insurance for its Life Invest Dashboard.

The Asian Experience Awards, renowned for celebrating exceptional initiatives that elevate customer experiences across Asia, have acknowledged MetLife Japan's relentless pursuit of enhancing the customer journey in the life insurance sector.

MetLife Japan's Life Invest Dashboard is a revolutionary customer portal platform that empowers variable life insurance products Life Invest / Life Invest Plus policyholders to effortlessly access and manage their policy information and investment portfolios. Designed to provide comprehensive insights into the wealth and protection aspects of Life Invest products, the dashboard has transformed the way customers interact with their insurance policies
The success of the Life Invest Dashboard was the result of a meticulous approach that revolved around identifying customer and producer needs, addressing pain points, defining business and IT requirements, and refining the user experience. This included creating personas, mapping the customer journey, prototyping value propositions, conducting testing and iterative development, and measuring post-launch performance metrics.

MetLife Japan's commitment to delivering exceptional customer experiences has yielded measurable business impact. The implementation of the Life Invest Dashboard has positively influenced Customer Engagement ensuring that policyholders stay engaged with their insurance policies. The platform has also streamlined communication channels with producers, enhancing efficiency and the overall customer experience.

Furthermore, the Life Invest Dashboard has opened doors to cross-selling opportunities, enabling MetLife Japan to offer additional insurance products to its customer base.

The key functionality of the Life Invest Dashboard empowers policyholders with a range of valuable features. Customers can effortlessly access policy information, including accumulated asset value, surrender value and unit prices, to gain deeper visibility and understanding of their portfolio. The platform provides insightful reports on current fund status, daily, monthly, and yearly performance.

Additionally, the dashboard allows for seamless fund changes, including fund switching and premium redirecting, making it easier for policyholders to tailor their portfolio strategies to their evolving needs. Simultaneously, producers can view their customers’ Life Invest Dashboard via the Digital Portal for Producer, where producers can support status checking of customers and after-follow for them.

MetLife Japan's dedication to enhancing the user experience and simplifying customer journeys has been met with resounding approval from customers. Qualitative research, including voice of customer (VOC) and voice of dealer (VOD) studies, has shown that the Life Invest Dashboard's overall usability is highly rated and user-friendly.

Customers have expressed satisfaction with the platform's easy accessibility, allowing them to monitor fund performances on mobile devices or PCs from anywhere, at any time. The Life Invest Dashboard has also been instrumental in facilitating swift and informed portfolio decisions based on the presented fund information.

MetLife Japan's achievement at the Asian Experience Awards underscores the company's commitment to digital transformation and customer-centricity. The Life Invest Dashboard is a testament to the organisation’s dedication to enhancing customer engagement, and cross-selling opportunities.

This prestigious accolade cements MetLife Japan's position as a leader in the insurance sector, setting new standards for customer-centric innovation.

The Asian Experience Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2024 awards programme and be acclaimed for providing meaningful brand experiences to stakeholders, please contact Jane Patiag at jane@charltonmediamail.com.