Making Pension Documents Easier to Understand

The Challenge

In collaboration with Quietroom and Just Pensions Group, we provided product leadership and design support to refine the proposition for a new pensions product. The initiative aimed to enhance user engagement and streamline communication in a highly regulated and traditionally complex sector.

Pensions, by nature, are often perceived by consumers as confusing and inaccessible. Research has shown that many pension scheme members, and even some working within the sector, struggle to grasp the details of products. The challenge was not only to simplify this complexity but also to create a product that could build trust with members, ultimately driving better engagement and action.

Our Approach

We facilitated multiple workshops with key stakeholders from Quietroom and Just Pensions Group. The focus was on aligning on a clear, member-centric proposition that could break through the perceived complexities of pension products. This collaboration encouraged stakeholders to rethink their approach to communication, focusing on making pensions a seamless part of people’s lives rather than a burdensome product category.

Based on these workshops, we shaped the proposition around simplifying the member experience. Taking inspiration from successful models in mobile banking, the product offered real-time, accessible information that users could act on. This layered approach ensured that users could digest high-level concepts before moving on to more complex details, preventing them from becoming overwhelmed and confused.

Testing was central to our approach. We worked closely with Quietroom to test language, messaging, and product design with representative users. Real feedback from a diverse user base allowed us to iterate quickly, ensuring the final product was not only understood but trusted by its users.

Results

The final proposition, shaped by user feedback, achieved its goal of simplifying complex pensions communications. The language and design were refined to maximise engagement and build trust, ultimately making it easier for members to understand and take action.

Key Outcomes

• Simplified pensions communications that resonated with members
• Enhanced user engagement through clear, accessible language and design
• Built trust with members through user-tested messaging
• Aligned proposition with regulatory requirements, ensuring a balance between innovation and compliance