ML Login

MetLife

MetLife: Login Redesign

Project Overview:‍

The MetLife mobile app login experience creates unnecessary friction at high-intent moments, particularly when users need immediate access to their information during appointments or time-sensitive situations.

Authentication relies on a username and password model, which introduces avoidable barriers, users frequently forget their usernames and are not given alternative ways to sign in using more memorable identifiers like email or phone number.

As a result, users experience delays and frustration at the exact moment speed and clarity matter most.

Role:

Low & High Fidelity wireframes

UX/UI Design

Visual Designs

Tools:

Figma

Whiteboarding

Freehand sketching (pen & paper)

Redesign Efforts

— To reduce friction in the login experience, I focused on aligning authentication with how users naturally recall their credentials. I introduced alternative sign-in methods using email address and phone number, reducing the system’s reliance on usernames, an input users frequently forget. This shift allows users to authenticate using more familiar, memorable identifiers, lowering cognitive effort during login.

The experience was redesigned to prioritize speed and clarity in time-sensitive moments. By simplifying input requirements and presenting flexible login options upfront, the flow better supports users who need immediate access, such as during appointments or urgent situations. These changes reposition the login experience from a point of friction to a faster, more intuitive entry point into the app.

Brief overview

Original Login experience

Problem: User frequently forget their username

Problem: Login depends only on username and password

Problem: No option to log in using email or phone number

Problem: Login feels slow and frustrating in urgent situations

What Users Said (User Feel) - "I always forget my username, but I never forget my email or phone number." "When I'm at a appointment, I just want to login fast without thinking."

Brief overview

Wire-Frames

Solution: Added login with Email and Phone number

Solution: Reduced dependency on username

Solution: Added biometric login (Face ID / Fingerprint)

Solution: Simplified password recovery

Why This Works - Email and phone are easier to remember and reduce cognitive load, leading to faster and more successful logins.

Brief overview

FInal Wire-Frames

Aligned with current MetLife brand design systems

Stakeholder approved

Spec'd and ready for handoff

Conclusion

— Reflecting on this project, the biggest takeaway was finding the right balance between user needs and the client’s business vision. While the goal was to modernize authentication and reduce friction, it was equally important to maintain security and align with existing system constraints. The final solution simplifies the login experience by allowing users to access their accounts using phone or email, along with more seamless options like fingerprint and Face ID. This approach not only improves accessibility and speed for users, but also supports the business by increasing successful login rates and reducing dependency on outdated credential methods.