FUTURE OF INVESTMENT
UNDERSTANDING, IDEATION AND STRATEGY
PROBLEM
Scottish Widows Workplace Pensions had been chiefly focused on two major platform migrations and various feature builds based on large scheme requests to win new business. This had left little capacity to understand the future needs of workplace pension customers (employees). The remit: Envision the end-to-end future of Scottish Widows Workplace Pensions.
APPROACH
-
Design Brief
-
Stakeholder mapping
-
Ecosystem mapping with SMEs
-
Stakeholder interviews
-
Quantitative research
-
Mapping the current state
-
Validation and Ideation workshops
-
Future State blueprint and report
-
Executive committee review
OUTCOME
Armed with a clear vision for workplace pensions and investments, the Scottish Widows executive committee were able to generate a roadmap of essential improvements and new future projects, including:
-
an engagement strategy for non banking customers;
-
a digital holistic finance proposition;
-
a lifestyle and wellness benefits package for retirement products
CLIENT RESPONSE
"We now have a clear vision of the end-to-end experience we aim to provide our Workplace customers and the people, processes and technology challenges we have to overcome to achieve that vision. This is a compelling story for our schemes, advisers and intermediaries."
Leslee Ross - Business Platform Lead of Workplace Experience Lab - IP&I
