My first memory of technology is a school friend asking my dad if the car made the tea. She read the oil warning light as a teapot not an oil can!
Our interactions with pensions can be similar – an administrator or pensions professional knows what we mean, but does a member know what we mean by Pensions Commencement Lump Sum, benefits crystallisation, recycling tax-free cash or AVCs?
So, a key part of improving your pension member experience is looking at your content, whether online or paper, through members eyes.
What are the main parts of your typical member experience?
- Email and online – a quick and easy way to keep in touch with members – sometimes emails are easy to miss or forget, but it seems no sooner do you put something up on a website it’s out of date!
- Paper – sending members’ material – expensive and very likely to end up in the recycling but reliable, and what certain older members say they like.
- By phone – via a helpline – this can be a great safety net, but can also be a case of knowing what to say or do to unlock the next stage of the process.
So how can we get members to do what we want them to and go online and improve their experience at the same time?
So, what now?
Is now a good time to consider the next version of your member experience? Perhaps it is, in order to continuously and consistently deliver a better pension member experience.
Although, you’ll first need to look at the key things you’d like members to do and translate them into terms they understand, perhaps on a new Embark site…And maybe it will make the tea as well!
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