APG - My Pension Experience Platform
Delivery of a ‘digital assistent’ integrated with a digital experience platform.
From start to finish.
UX Design
UI Design
UX Research
Prototyping
Wireframing
Skills
Tools
Figma
Maze
From concept to execution
Digital Assistant for Variable Pension System: Enhancing User Confidence and Reducing Call Center Load
Led the design and research of a digital assistant aimed at supporting users approaching retirement under the new variable pension system based on stock performance. By combining user-centered design with stakeholder collaboration, the project sought to minimize user anxiety, streamline access to critical information, and reduce pressure on the call center. This involved facilitating a stakeholder workshop to capture all requirements, mapping customer journeys, rapid prototyping, iterative testing, and delivering a high-fidelity solution aligned with both user needs and business objectives.
During the project I worked closely with a Service Designer and Business Designers to align user needs with business objectives, ensuring an optimal balance between usability and company goals.
Phase 1: Defining Scope and Initial Research
Scope Definition: Collaborated with the team to establish clear goals, success metrics, and project hypotheses.
Stakeholder Workshop & Requirements Gathering: Organized and facilitated a comprehensive workshop with all key stakeholders to map out requirements, align expectations, and ensure a shared understanding of project priorities.
Exploration & Analysis:
Conducted desk research to gather baseline insights into industry trends and user challenges.
Performed user interviews to identify key pain points and unmet needs, with a particular focus on easing concerns for users approaching retirement under the new, variable pension system based on stock performance.
Mapped out customer journeys to visualize the end-to-end user experience and pinpoint critical touchpoints, aiming to minimize user anxiety while also reducing load on the call center.
Phase 2: Design Sprint & Iteration
Rapid Prototyping:
Conducted a design sprint, delivering the first prototype within one week.
Tested the initial prototype with real users of the platform, gathering actionable feedback.
Iterative Refinement:
Developed a second prototype using the company’s robust design system to ensure alignment with brand guidelines.
Presented prototypes to key stakeholders across multiple departments, integrating their expertise and feedback into the design.
Phase 3: Validation & Final Delivery
User Testing:
Created a test environment in Maze to conduct both qualitative and quantitative tests.
Validated the prototypes against hypotheses, ensuring the solution effectively addressed user pain points.
Stakeholder Engagement: Regularly presented findings and updates to stakeholders, incorporating their feedback to ensure alignment with long-term organizational strategies.
Final Deliverables:
Delivered a high-fidelity, clickable prototype validated by extensive testing.
Provided comprehensive documentation of research insights, testing outcomes, and hypothesis validation.
Project Outcome:
The Digital Assistant is set to be implemented by the pension investment company over the next five years, marking a significant step in enhancing their Digital Experience Platform. The solution was designed to proactively support users navigating the new variable pension system, alleviating concerns for those approaching retirement while also reducing the burden on the call center. It is grounded in user-centric design, reinforced by rigorous testing, stakeholder collaboration, and strategic alignment with organizational objectives.
In consideration of the sensitivity of the client and the assignment, I am unable to share details of this project.
A brief overview of the clickable prototype
