Digital Adoption Platform (DAP)

MetLife
Managing MetLife's third party vendor tool "Whatfix" (DAP) to guide users through complex digital processes in real-time.
MetLife

"Whatfix" (DAP), providing in-app guidance and support for Metlife users

Project Overview:‍
I served as the Subject Matter Expert (SME) and relationship manager for MetLife's strategic third-party partnership with the digital adoption platform, Whatfix. My core objective was to champion the corporate initiative to modernize communication and training by shifting from static resources to real-time, contextual guidance.

As a Digital Adoption Platform (DAP) expert, I designed and implemented interactive solutions directly within MetLife's software interfaces. This "learning in the flow of work" approach streamlined complex digital processes, drove efficiency gains, reduced training time, and successfully introduced employees to new internal resources and channels, ensuring seamless onboarding, change management, and compliance enforcement.
Role:
Managed day-to-day vendor relationships and projects
Secure stable API calls in collaboration with development teams
UI Development - within the Whatfix App
Onboard new departments and users
Visual Designs - Following Brad Guidelines
UX/UI Designs
Maintain vendor documentation
Build engagement flows as needed
Tools:
WhatFix
HTML, CSS, Javascript

Engagement Flows

— Multiple workflow projects arise throughout the year at MetLife. This particular project focuses on providing expert support and change management during significant redesigns or updates to the MetLife corporate intranet. These changes, driven by Corporate and Internal Communications business owners, frequently involve relocating features, updating functionality, and altering established employee workflows.

My role as the Subject Matter Expert (SME) is to ensure seamless digital adoption during these transitions by providing targeted, in-context guidance.
Worflow 1
Welcome messaging informing users of changes and updates.
Mockup
Workflow 2
Walking users through changes and updates to Snackable Content.
Mockup
Workflow 3
Walking users through where News has relocated and feature carousel.
Mockup
Workflow 4
Walking users through the new employee learning and training feature.
Mockup
Workflow 5
Walking users through changes and updates to NEW navigational features.
Mockup