Squad Team
Senior UX Designer
Senior UI Designer

Part of a bigger team

Senior Product Designers x 2
Head Creative
Year

2020

My Role
    • Senior UX Designer
Disciplines
  • User Experience

66% of BTPS members retiring online after launch of self-serve retirement journey

The BT Pension Scheme (BTPS) is one of the largest private-sector pension schemes in the UK. The scheme is for employees, former employees and dependants of BT. It has 300k members and pays out £2.5billion in pension every year.

The previous portal received a low customer satisfaction score, 20% below the financial benchmark. No longer compliant with the new pension regulations and required Level AA Accessibility compliance. BT pension required a redesign of its existing portal that was more ‘self serve’, and be able to cut time spent by administrators on retirement cases.

I joined during the Design and Build phase, pairing with a UI Designer as part of a wider Design Team. I set out to redesign the pension calculator and pension portal dashboard experience, which was simple, informative and accessible.

The Process

What I did

1

Desk research

Review existing research and competitor analysis
2

Information Architecture and audit

Auditing old website user journies
3

Requirement gathering

Meetings with client and Creative Director
4

Simplifying existing user flows

5

Wireframing & Prototyping

I wireframed and prototyped a responsive design in Sketch and Invision as part of a UX and UI dou Sprint team.
6

Iterations from External Usability Testing

Usability insights sent by BT were reviewed and actioned
7

Accessible components & Design system

Working with developers on new design system

Design changes to make more accessible forms and pension calculator

Since its launch, the pension calculator has resulted in 61% of members completing their retirement application online using the BTPS member portal.

Play Video

 The new service leverages biometric identity verification and automatically diarises and pays out members’ pensions and lump sums. It is believed to be an industry first for a defined benefit (DB) scheme.

Project Outcome

The portal was launched successfully enabling customers to register and login securely and do transactions.

Accessibility

Educated the design team on accessibility and GDS design systems, resulting in a new portal meeting WCAG 2.1 standards – Level AA.

100k+ quotes generated

The new pension calculator had over 100k quotes generated by members within 8 weeks of the first launch.

Compliance

Compliances with Pension Regulator and Financial Conduct Authority regulations.

Strong adoption of self serve

Innovation has reduced average administrator time dealing with retirement cases by 39%

Design is now live

Visit BT Pension Portal