The goal: develop a user-friendly customer portal
To develop an effective white-label customer portal that allows participants to easily access and arrange their affairs. The MyFund digital environment is the central hub in the channel mix of APG’s pension funds.
The challenge: modular structure
APG pension funds and their participants have varying business and user requirements in various fields, making a one-size-fits-all solution not an option. That’s why the MyFund portal is built in a modular way.
Our approach: design and front-end support
Good communication with participants is decisive for successful pension fundsAPG
The result: optimal online service via customer portalSmaller pension funds previously only had a limited customer portal or none at all. With the new responsive MyFund portal, all funds can now provide full online services. Participants are always kept up-to-date via their preferred channel. This set-up realizes major savings in the customer contact center. The new portal also facilitates cost efficiencies and more effective updates and releases.
The details: the pension wizard
One of the most complex customer journeys involving retirement is the actual pension request. By means of user-centered design we developed a pension wizard with three different entry points: (I) giving users the opportunity to explore ‘scenarios’ like ‘stopping work sooner’; (II) the preconfiguring of the wizard’s options based on a minimum pension amount and (III) the ability for users to compose their own pension, without pre-provided entries.
Do you want to know more about this case or our other work in the Financial Services Industry? Contact Abhishek Gupta, Client Partner Banking & Financial Services.