One MassMutual: Designing a unified wealth & protection experienceA 10-year digital transformation roadmap for customers & advisors
Overview
Client
MassMutual’s digital ecosystem has grown in silos, separate logins, disconnected products, and legacy systems that frequently dropped to paper. This fragmentation erodes trust, increases support costs, and puts high-value client-advisor relationships at risk.
Timeline
6 months of discovery, visioning, and roadmap development, defining a 10-year transformation strategy.
Role
Lead strategist & design director
Conducted qualitative/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 dropped to 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.
Big ideas, real business impact
