Manulife

Manulife Financial Corporation provides financial advice and insurance, operating as Manulife across Canada, Asia, Europe, and primarily as John Hancock in the United States.

Senior UX Designer (Mobile Lead)

Led the Manulife Group Retirement Mobile App

The Manulife Mobile App for Canadian customers offers a converged solution for group benefits and group retirement products. The app delivers an iOS and Android experience using native design and coding standards. Strong product, design and engineering partnerships enabled mobile-first flows to complex transactions and alignment of legacy databases.

As the mobile design lead for Group Retirement, I delivered features supporting three main member journeys:

  • Account management

  • Transactions

  • Financial Advice

Outcomes

  • Doubled app adoption and increased store ratings from 1.7 to 4.5

  • Increased customer advice leads, establishing mobile as an effective outreach channel.

  • Leverage the Canadian retirement app experience and design process as the model to follow across other business channels and products.

View Case Study

Led the integration of mobile SSO patterns and design

Manulife ID offers a secure and simple way to access all services with a single username and password. Current customers need to connect their banking, group benefits, and group retirement accounts to one set of credentials. This allows members to move seamlessly across products and services.

This project required engaging and aligning various business units with two main goals. First, introduce Manulife ID and support current members to transition to it. Second, keep all steps and processes secure and compliant with all company and government regulations. The main challenges I was able to overcome came from 3 main factors:

  • Alignment of nomenclature to the user’s

  • Alignment of backend systems and processes

  • Alignment of visual design

Outcomes

  • Native iOS and Android app standard for SSO and MFA solutions.

  • Higher conversion in comparison to desktop web solutions.

  • A proven model for lean collaboration, particularly with UX/UI, Communications and engineering.

  • A proven model of alignment and collaboration with design, product, and engineering across business units

Led the John Hancock Retirement App Refresh

John Hancock’s retirement app makes it easy for American customers to manage their retirement accounts anytime, anywhere safely. It also uses helpful financial tools that guide participants on their retirement saving strategies and financial priorities.

I led UX efforts and facilitated collaboration between external stakeholders and internal design, product, and engineering teams. Working in React Native we provided short-term solutions for technical challenges and pursued long-term visions for larger areas of interest and opportunity:

  • Error handling and messaging

  • User experience for retirement contribution and planning

  • Support for Spanish content and language settings

Outcomes

  • Increase store ratings from 2.6 to 4.6

  • Winner of 2022 MobileWebAward “Best Financial Services Mobile Application.

  • A proven mode of lean collaboration between external vendors and internal stakeholders at a global scale.

 
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