One MassMutual: Designing a unified wealth & protection experienceA 10-year digital transformation roadmap for customers & advisors
Overview
Client
MassMutual Enterprise Technology Experience
Timeline
6 months of discovery, visioning, and roadmap development, defining a 10-year transformation strategy.
Role
Lead Strategist & Design Director
Conducted qualitative and quantitative analysis of current-state journeys and KPIs
Defined the future-state vision and strategic roadmap for a unified experience
Advocated for digital transformation and mature design systems with executive stakeholders
Directed proof-of-concept designs for desktop and mobile, spanning all business lines
Challenge
Despite strong products and relationships, MassMutual’s digital experience was:
Fragmented: Multiple portals, inconsistent interfaces, and siloed product lines
Inefficient: Legacy systems that rely on paper, generating rework and delays
Costly: Higher support volume, lost revenue, and risk of attrition among affluent
10 year
digital strategy
This north star work has shifted how leaders think about what’s possible, creating a shared vision for a digital‑first future that differentiates MassMutual, rallies teams around true transformation, and lays the foundation for lasting cultural change.