Problem

The pension purchase process was difficult for users, leading to insecurity and a lack of desired information. Opportunities for improvement were identified through UX research for better alignment with user needs.

Platform: Web Design & Mobile App.

Role played

As the sole designer, I collaborated remotely using FigJam whiteboard for Design thinking sessions with various stakeholders. My advisory role involved addressing design decisions in weekly guild meetings and engaging with stakeholders to meet their expectations.

Skills performed: Shareholders management, design system, sketching, visual design, accessibility, wireframing, prototyping, motion design, data visualization, agile.

Solution

Educating and preparing users about the pension purchase process through wireframing, testing, and iteration proved effective. Incorporating design theory elements like typography, colors, and grid, along with interactive guidelines and explanatory text, enhanced user understanding. Micro-interactions and motion design provided direct feedback and reduced errors.

Research

Interviews revealed users' interest in knowing their monthly pension amount, but the trigger button "Bereken uw pension" was unclear. Site maps helped identify missed opportunities, particularly on the Offer page, which lacked clear information about the pension amount per month, leading to user disappointment.

Challenges

Confusion arose from the label "Pensioen kopen," which differed from the previous page's "Bereken uw pensioen." Users perceived their pension as a saved amount to be paid out, not something to be purchased. The term "Purchasing" was misleading and needed improvement.

Impact

An interactive homepage with animated navigation items provided a clear overview and expectations of the purchase process. Self-explanatory tooltips added value to users. The offer page became clean, scannable, and well-understood, presenting users with a comprehensive view of their financial situation.