Accessing a pension account isn't always straightforward. Members may have:
- changed employers several times
- moved home
- changed their name
- have personal information that no longer matches the records originally supplied by their employer

This led to several pain points throughout the journey and high numbers of calls to the call centre regularly.

I redesigned the end-to-end experience to reduce friction, improve clarity, and increase confidence throughout the sign-in and registration process.

Process:

• Conducted competitor benchmarking across financial services and digital identity products to identify best practices and opportunities.

• Mapped user journeys, edge cases, and authentication scenarios to understand where members experienced friction.

• Co-facilitated collaborative design workshops, creating and iterating low-fidelity wireframes in real time with stakeholders.

• Designed and refined end-to-end registration, login, authentication, and account recovery journeys.

• Worked closely with engineering and security teams to ensure solutions were technically feasible, secure, and accessible.