Improving the tools available to clients to help them monitor and manage their loans at Northwestern Mutual.
The Context and Role
Being able to take a loan out on a policy’s cash value is often touted as a benefit of permanent life insurance; however, taking out a loan without understanding its implications can have serious ramifications, such as policy lapse.
Based on Northwestern Mutual’s (NM) UX research from 2022, life insurance loans are a confusing concept for clients, and that is exacerbated by the fact that there are limited existing NM-provided resources meant to educate clients and help them manage their loans.
The Team
Me (Product Designer)
Charon Marden (Product Designer)
Sarah Tahir (UX Researcher)
Julie Ludwig (Product Manager)
The Problem
The information and tools needed to make informed decisions about requesting loans and loan management are either difficult to navigate or are non-existent on Northwestern Mutual’s digital platforms.
The Solution
