Many Nest members only engage with their pension at the point of retirement, often relying on paper-based processes to make important financial decisions. Our goal was to shift this behaviour by helping members become more informed and proactive about their retirement savings.

Process:

• Reviewed the existing retirement journey across both public website content and the member portal to identify gaps in understanding.

• Mapped key user needs and decision points across different retirement scenarios to understand where members became uncertain or disengaged.

• Benchmarked comparable pension and financial retirement experiences to identify patterns and best practices.

• Designed and iterated low-fidelity flows to bridge informational content with transactional decision-making.

• Collaborated with product, content, and development teams to ensure the experience was clear, accessible, and aligned with regulatory and operational constraints.