Redesigning login & registration for the UK's largest pension scheme
Redesigning login & registration for the UK's largest pension scheme
Role
UX Designer - Login, Registration, Authentication, Account Recovery
Scale
13 million members, live in production
Results
↓ 50% login related enquiries ↓ 70% average journey time
Overview
Nest holds pensions for 13 million people in the UK. Members' details often changed since their record was first created when they were
auto-enrolled, and the product had never been designed around that. The result was friction at scale, and a contact centre absorbing the cost of it.
I analysed research, created service blueprints, supported cross-functional workshops, prototyped flows for our UX researcher to complete usability testing and handed over final breakpoints to devs.
The Problem
After being auto-enrolled several years ago, members had:
changed employer - sometimes several times, each with its own record
moved home, often years before they ever tried to log in
changed their name - marriage, divorce, personal choice
>> High call volumes tied directly to login and registration when members are trying to access their own money.
