Pension communication

One thing we consistently hear from our clients is how they struggle to make a boring industry interesting. This was never truer for Evolve. A provider of services to the pensions industry, their challenge was a tough one – to engage individuals with their pension – something that costs money and provides no immediate benefit.

Alongside the engagement challenge, Evolve also needed something that would help them stand out against the other sea of pension administration providers in the market.

We designed a simple and engaging user interface for their member portal, using personalisation and gamification to improve engagement and create a stand out Pension Portal. The design incorporated modern web techniques and clear calls to action:

• Progress bars indicate to users what stage they are at in their retirement planning
• Checklists are provided to highlight progress
• A personalised ‘frequently viewed items’ list enables the user quick access to their favourite areas and documents.

We connected with third party APIs that provided pension scheme members with personal information about their benefits and gave up-to-date values.

Having worked in pension communications for many years, we knew how to measure membership engagement which would be essential in aiming to achieve membership engagement best practices. The portal was launched at the beginning of 2020 and has seen a huge increase in members accessing the members area.

Since its launch, Evolve have seen an increase in the number of members ‘self serving’ via the portal. This has reduced the pressure on the client’s call centre and the number of manual tasks needing to be carried out.

Other services we have provided to the client include calculator design and build, bespoke website design and benefit statement design.