Award winning member experience with portal, financial education & communications
The BT Pension Scheme supports 300,000 current and ex-BT employees with their DB pension. It is the largest independent scheme in the UK. Companies of this size simply have to stay in touch with member needs and wants, especially online. They must do everything possible to make the experience as easy and as simple as possible.
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Challenge
BTPS was moving to a new platform to improve the administration of the scheme and decided that this was the opportunity for a complete overhaul of the member experience from the ground up.
For a scheme of BTPS’ size and complexity, it was a colossal business transformation project, with multiple stakeholder workstreams across data, technology, compliance, workflow, communications and member experience.
Landscape’s role was to create a best-in-class digitally led omnichannel member experience for different segments, that could successfully calculate, import and display member data on the new IntelliPen system.
Solution
Landscape researched ‘best in class’ in retail and financial environments. We then surveyed members to create a panel that tested our approach to understand member needs, journeys and behaviours.
We also designed and built a new front-end digital experience that included data, complex calculations, tools and workflows. This was supported with financial wellbeing animations, ‘How to…’ guides and an onboarding walkthrough.
500,000 calculations run on the portal
60% retirements started online
Over 500,000 documents stored in member libraries
Impact
550 panel members gave feedback and contributed to the portal experience. One year on since launch, over 210,000 calculations have been run using the pension calculator and there have been over 450,000 member logins. Member satisfaction scores have been steadily increasing, and is currently at 86%, an increase of 23% in 4 years. The CEM benchmarking service quality score is 82 and now top of peer group.
