XPS members platform
July 2022
Description
How Nationwide increased its employee benefit uptake through gamification
Context
XPS Pensions Group is one of the largest pension providers in the UK. They have a long list of clients.
In the past, their service has been based around personalising their pension portal to customer needs on a customer-by-customer basis. This approach created a multitude of issues as some clients were asking for more and more personalisation, creating a backload of work for the developer team and marketing team who struggled to advertise what their core service included.
XPS have begun a move over to a new administration system and chose to consolidate their services in the portal to make a one product that fits all customer needs.
We were approached to do a UX overhaul of their current offering and advise on how to make their new service best in class.
I would be working as sole UX Designer alongside UI designers and handoff was to internal developers for the client.
Challenge
Pensions are complicated. There are three different types of pensions in the UK and it is not uncommon to have multiple pensions from different jobs or even from the same job.
With a member base of 930,000 members, it was important that we could convey members data to them in an understandable way, especially those with different pensions to show how they differ and what it may mean for their retirement.
Outcome
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Process
To begin this project, the client gave us access to examples of their member portals through demo sites. I began by combing each variation to create a site maps for each member combination and to understand what the basic requirements of each level.
After creating a base map of the clients current offering, we developed a questionnaire to send out to members to gauge their current opinions and feelings about the services.
Research
Our questionnaire helped us gauge a general feeling from members, with a sample size of 500+. Users wanted more information about their pension when viewing online and found it difficult to understand jargon, especially when running calculations for their future. Users felt a lack of care from the current portal, not feeling in control of their pensions, more as a spectator.
We then ran an in-person research session with members that had agreed to a follow-up session. This was with 24 participants. The findings of this session compounded the answers from the questionnaire, helping us nail down the easy wins that could be taken right from the start.
User journeys
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