MassMutual wellness programDesigning a meaningful value exchange
Overview
To bring MassMutual’s “Live Mutual” mission to life, the Wellness team set out to create a program that supports financial wellness, physical wellness, and mental wellness, because healthier, more resilient policyholders are beneficial to society and to the business.
Timeline
Multi-year initiative
Role
Lead strategist & design director
Led research and experience strategy across customers and advisors
Defined the value proposition and end-to-end experience
Directed UX and content design across web, mobile, portal, email, and nurture campaigns
Ensured alignment with advisor workflows and sales narratives
Challenge
A wellness program only works if everyone clearly sees the value:
Customers must feel the program is worth their money, data, and engagement
Advisors must see a clear return on time and attention, not a distraction from core sales
Both groups need trust, transparency, and control to confidently opt in
Without a clear value exchange, wellness risks becoming a “nice-to-have” instead of a driver of loyalty, data
Experience Map
Better insights, better outcomes
In partnership with GRAIL, MassMutual Wellness offered access to an early cancer detection test, Galleri®, to our eligible policyowners.
Neil, a 65-year-old policyowner, received a result with a predicted Cancer Signal for bile ducts/liver. Further consultation with a specialist confirmed the presence of a mass and led to a stage II bile duct cancer diagnosis.
The takeaway? When you’re able to make informed, proactive decisions, it could help protect your health in the long run.
