Redefining the swedish national pension portal (Minpension.se)
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Min Pension the Swedish National Portal describes the journey to redefine its service. How do we really empower all users and creates a platform well informed decisions around pension planing and retirement.
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Redefining the swedish national pension portal (Minpension.se)
- 1. REDEFINING THE SWEDISH NATIONAL PENSION PORTAL WITH A USER-CENTRIC APPROACH
- 2. 2 080929 Val EU SIRP Konsumenternas Försäkringsbyrån Värde- grund 10 taggarlösning Media Politiska partier Statsbudgeten Skattepolitik Finansdep. Skattemyndigheten 16% 2,5% PPM European Federation for Retirement Provision (EFRP) Konsumenternas Bank- och Finansbyrå Pensionsforum Forum50+ SOFI Trender Tj.pens Allm.pension PPS Pensionärer Sv. försäkringsförbundet Kommuner/ Landsting Stat LO/TCO/SACO Svenskt näringsliv Företag Övriga företag Konsumentpolitik Näringsdep. Tillväxtpoliti k Sverige Konsumtion Världspolitik Investeringar Produktivitet Kapitalmarknad KreditmarknadAktiemarknad Export USA EU Japa n FED ECB Summa Information Electum Collectum FORA PVAB SPV SAF/LO ITPK PFA PA03 Valcentraler ITP Försäkringskassa Inkomst max 7,5 IBB Arbetad tidPPM Ålder Fastigheter Räntepapper Obligationer Aktier Medborgare Sjuka Arbetslösa Demografi Utbildning Utvandring Avlidna Nyfödda Arbetsmarknad Invandring Sysselsatta Premiepension7:e AP-fonden Garantipension Fonder Tjänstepension Trad. Pensionsstiftelse Fondförsäkring Socialpolitik Regering & Riksdag Transfereringar Socialdep. Socialförsäkringssystemet Vård Omsorg Försäkringsrådgivare Privatpersoner Privat pensionssparande Skattesystemet FI RFVLänsstyrelser AMF Pension Alecta FSOSalusAnsvar KPA Förenade LivFolksam Skandia Liv SEB Trygg Länsförsäkringar SPP/HB Nordea ÖvrigaRobur Pensionsstift. PRI Teknik IT-användning Pensionsportal Lagar RSV KI Fondförs. Trad IPS Pension.nu Allmänna pension 1-4:e AP-fonden Inkomstpension ESV EG-domstolen Kapitalförvaltare Sv. Försäkringsmäklares förening BIPAR KOV ARN Commité Européen des Assurances (CEA) Sv. domstolar Jordbruksdep. Pensionsavgift 18,5% SRB Världs- konjunkturen Main concepts of pensions in Sweden
- 4. Patrik Malmquist Head of development Anders Lundström CEO Anders.lundstrom@minpension.se Patrik.Malmquist@minpension.se
- 5. Questions that we planned to answer: • Why and how come does we exist? • What is Minpension.se? • Why redefine ourselves? • How does the journey look like? • Our channel strategy? • Where do we stand now?
- 6. Evolution
- 7. Catch 22
- 10. 2009 Aggregate pensions Quality in information and projections
- 11. 2015 Aggregate pensions Quality in information and projections
- 12. 2015 Aggregate pensions Quality in information and projections Help users to understand pension
- 13. Do you have sufficient information to decide on your future pension? 3% 8% 10% 40%30% 33% 27% 12% 22% 5%8% 2% Non visitor Visitor No answer Missing information partly missing information Neutral Sufficent All information I need
- 14. The mission • Long term vision - Strategy is like a compass • New culture
- 15. The beginning of a new Minpension.se
- 17. Observations on what's good and painful with current solutions Interview stakeholders
- 18. Observations on what's good and painful with current solutions Interview stakeholders
- 19. Observations on what's good and painful with current solutions Interview stakeholders Interviewing Customer Journey Mapping Users The real world The digital world The real world Trigger Call to action Minpension.se My pages
- 20. Observations on what's good and painful with current solutions Interview stakeholders Interviewing Customer Journey Mapping Triggers Goal Function
- 21. Observations on what's good and painful with current solutions Interview stakeholders Interviewing Customer Journey Mapping
- 22. Observations on what's good and painful with current solutions Interview stakeholders Interviewing Customer Journey Mapping Competitor analysis & external inspiration
- 23. Observations on what's good and painful with current solutions Interview stakeholders Interviewing Customer Journey Mapping Competitor analysis & external inspiration
- 24. Observations on what's good and painful with current solutions Interview stakeholders Interviewing Customer Journey Mapping Competitor analysis & external inspiration Data analysis Qlikview National Statistics Google analytics
- 25. Observations on what's good and painful with current solutions Interview stakeholders Interviewing Customer Journey Mapping Competitor analysis & external inspiration Data analysis
- 26. Observations on what's good and painful with current solutions Interview stakeholders Deep interview Customer Journey Mapping Competitor analysis & external inspiration Data analysis Formulate a hypothesis
- 27. Observations on what's good and painful with current solutions Interview stakeholders Interviewing Customer Journey Mapping Competitor analysis & external inspiration Data analysis Analysis Survey
- 28. The pension experience ladder Understanding the pension system Understanding how pension is earned Understanding how much I will get when I retire Understanding how I earn in pension Plan and make active choices for your retirement Active handling funds and investment Todays focus Usersthatwantto understandwhat theyshouldask Userthatwantsto act
- 29. Personas 16till2829-5455-64 Below Average Above Knowledge & Interest
- 30. Based on statistics and observations Our interpretation Background, triggers, goals, pains and needs Ways to engage the segment, content and functional requirement
- 31. The pension experience ladder The cliff • If they feel ill-equipped for the subject • If they feel they have no control over the outcome • If the substance induces fear, discomfort or helplessness • If the topic is complex, ambiguous, unpredictable and stressful • If you get too much information • If you get too many choices • If the reward is far in the future • If they are not financially literate
- 32. Conditions for pension engagement Opportunity (Physical, Social and Cultural environment) Capability (Knowledge, skills and stamina) Motivation External Internal Autonomy, Competence & Relatedness & Pension engagement Conditions for motivation Types of motivations COM-B model SDT = Self determination theory Financial moment
- 33. Frustration with current solutions GAP First real employment + 5 years A lot of different employers 5 years until retirement After retirement
- 34. Frustration with current solutions GAP A lot of different employers 5 years to retirement After retirement Not interested in pension projections; want to understand the earning and what to think about First real employment + 5 years
- 35. Frustration with current solutions GAP A lot of different employers 5 years to retirement After retirement In order to trust the system user like to see it from where they have been employed, not where its invested First real employment + 5 years
- 36. Frustration with current solutions GAP A lot of different employers 5 years to retirement After retirement How do I really execute my retirement, what choices do I have and what do I need to think about First real employment + 5 years
- 38. Start earning pensions Planning scenarios for both saving and withdrawal Midlife Retirement Simplified prognosis Detailed withdrawal planning tool
- 39. Analysis JAD
- 40. Analysis JAD Prototype in Axure
- 41. Analysis JAD Prototype in Axure Test, interview, analysis, prototype 4 rounds
- 42. Analysis JAD Prototype in Axure Test, interview, analysis, prototype 4 rounds Plan implementation
- 43. Analysis JAD Prototype in Axure Test, interview, analysis, prototype 4 rounds Plan implementation Look and feel
- 44. Development
- 49. Development User testing Continue working Research Juni 2014 Prototyping Oct 2014 Development Aug 2015 Alpha Dec 2015 Beta Jul 2016 Turn of the old version 2017 Discovery Alpha Beta Launch 2017 Live
- 50. The future
- 51. Planning scenarios for both saving and withdrawalSimplified prognosis Detailed withdrawal planning tool
- 53. Customer needs & expectations Customers expect great digital channels Customers have high expectations of seamless transitions between channels Customers compare companies and products, its much more transparent and is not afraid to change supplier Service is 24/7, great service and correct handled GAP
- 55. If we would do it again: • Teach the organisation the value of iterative and incremental work • Stakeholder engagement (sell the vision) • Vision take calendar time to digest • Visual design sets expectations and engagement • User perspective vs mission impossible • Communicate visually • Use a different language
- 56. Today we talked about: • Why and how come does we exist? • What is Minpension.se? • Why redefine ourselves? • How does the journey look like? • Our channel strategy? • Where do we stand now?