When Mirabeau, a Cognizant Digital Business became the main contracting partner for Stichting Pensioenregister (SPR) in 2017, the initial focus was to move the architecture of Mijnpensioenoverzicht.nl (MPO) to the cloud. Since the second half of 2020, a redesign project was started to determine the position of Mijnpensioenoverzicht.nl within the pension landscape. We had to make sure the current website was attractive enough based on the look and feel and create new ways to engage citizens to visit the website. An effective approach was needed to communicate the complex pension information, so everyone could understand it.
The Challenge: create awareness and engagementThe project challenges where to design a new website that creates pension awareness in a country where people are not very engaged with the matter and should encourage citizens to take action. The website should also provide a seamless customer journey and take the interests of its various stakeholder into account. At the same time, it needs to comply with the legal boundaries defined by the government.
The Approach: user research is keyExtensive preliminary research was conducted in close cooperation with the sector. The results of existing research have been analyzed and added with new specific data related to MPO. There was also additional research done, including interviews about ease-of-use and opinions about the current MPO all in collaboration with a defined user group that consists of pension and communication experts from the sector and end-users.
We formulated a number of design principles to enhance people’s involvement with pensions and expand the platform. The new MPO design needed to be simple and accessible to everyone. In addition, it had to be relevant, up-to-date, personal, recognizable and positive. To increase pension awareness, the new design needed to stimulate users and enhance their level of engagement and sense of control. Any design decisions have taken these principles into account and all the participant tests were focused on them.
The Solution: a new redesigned platformWith the new design and seamless customer journey we helped Mijnpensioenoverzicht.nl take a step forward from being purely functional and informative to offering a personal approach to user needs. This applies to all aspects: functionality, type of information, layout and look & feel. It’s about simplicity, communicate the most important information first in an understandable way by creating layers. It’s about personalization. Age is one of the most differentiating factors, younger users see different data and functionality than older users. And it’s also about the look and feel. We created a new corporate identity, since it’s important to create a positive feel from the website and draw attention to specific topics.
The Details: a large transformationThe look and feel of the new MPO is based on four elements: house style, personalization, information layers and content management system.
To make the new MPO design recognizable and positive, it was decided to create an entirely new house style including a new logo, house style elements, photography, and style of writing and illustrations. Personalization differentiates the way the information is presented for each individual. In this case, age is the most differentiating factor. This is expressed in how people are addressed and which pension-related life events (such as first job, divorce, death) are presented to the participant. The content of the website is built in various layers, from big picture to details. The first layer will contain the expected sum at the pensionable age and the most relevant content for the participant. The second will provide all other relevant information specified to the participant’s unique situation, including partner pension and other topics available via the current MPO. To make sure this is all possible, CMS which can help separate content editing from application development and make content changes faster and easier.
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