Lead UX Designer
Defined Benefits Member Experience
Modernisation of a defined benefits pension member platform, improving clarity and usability.
Duration:10 Months
Team:6 members
FinTechPension PlatformUser Journeys
Overview
Led the user experience overhaul of a highly complex pension calculation system. Focused on simplifying dense financial jargon, introducing calculators, and plotting transparent member journeys.
Challenges
- Translating complex legal pension criteria into clear wizard interfaces.
- Ensuring data-privacy standards for high-security personal bank details.
- Designing charts that display predicted compound growth projections intuitively.
Results & Impact
Decreased pension calculator errors and support tickets by 55%.
Successfully mapped and validated 12 end-to-end customer journey types.
Enhanced pension tracking transparency, receiving 4.8/5 satisfaction ratings.