Reimagining client medical interviewA modern, data-driven medical interview that builds trust from day one
Overview
MassMutual customer experience initiative to redesign of the Client Medical Interview (CMI) from proof-of-concept to funded, enterprise implementation as part of a broader digital transformation.
Timeline
Led 6 months of discovery and 1 year of design + implementation
Role
Lead strategist, design researcher, and design director
Framed the problem, defined the vision, and directed the experience strategy
Oversaw UX, UI, and data-driven feature design for desktop and mobile
Aligned cross-functional teams (product, underwriting, technology, distribution, UXD)
Conducted usability testing and established feedback loops
Challenge
MassMutual invests heavily to acquire new customers, yet the relationship often begins with a disjointed, opaque, and paper-heavy medical interview:
Fragmented experience: The existing CMI was not built on the Blueprint Design System, ignored accessibility and usability standards, and felt outdated and untrustworthy.
Low transparency: Customers had little to no insight into where they were in the process or when their application might be approved—sometimes
Service Blueprint
Better design as a growth engine
By redesigning the CMI as a unified, digital-first experience, MassMutual reduced friction and NIGO rates, accelerated time-to-issue, and boosted digital adoption, unlocking higher placement, lower support costs, and stronger customer and advisor loyalty, all driven by thoughtful, evidence-based design.
