A proof of concept project for leading pension provider Scottish Widows. The challenge was to find a way to get customers to engage with their pension statement.
Structuring and leading multiple testing sessions we validated ideas with focus groups and individual customers to better understand the information they wanted from their pension provider.
Our research showed that customers wanted the important numbers first, then a break down of how those number have been calculated. There was key information such as tax relief that was previously hidden in pension statement and as a result, customers found the topic confusing. We surfaced this information in a way that made it simple to understand.
In order to understand what information was of up most importance to customers we ran multiple tests and questionnaires including card sorting exercises.
We devised some key messaging to demonstrate to customers the impact of compounding, and how even small changes to their saving habits could have a huge impact on their future pension size.
Creative and User Experience Lead