Client Update Lindsay Hardy

Serving those who serve New York City
New York City Employees Retirement System (NYCERS) Launches their new website

Recently, we had the incredible opportunity to work with the New York City Employees Retirement System (NYCERS) on their new website. Serving more than 350,000 active members and retirees in New York City, NYCERS is the largest municipal public employee retirement system in the United States. Opportunities like these are especially exciting for our team because they represent a chance to make so many people’s lives easier.

Through stakeholder surveys, on-site focus groups, and discovery conversations with the call center, we carefully sought out opportunities that would save the NYCERS team valuable time while better serving members.

The resulting design marks an entirely new experience for those who serve NYC. Here are a few things that really stood out about this project:

  • Modern, Inviting and Accessible -  The homepage utilizes a modern, tiled design that immediately conveys NYCERS’ customer service mission, offers quick access to commonly requested items, folds in a subtle ambient video, and lets retirees know when that next payment is coming.
  • Information Architecture and Content Strategy - Deeper in the site, revamped information architecture and intuitive design patterns make it easy for members to quickly find key forms and resources without having to reach out for assistance. If further exploration is needed, we’ve set up SOLR search so members can find content even if it is buried in a PDF.
  • Continuity of Experience – Finally, we worked with the NYCERS’ IT team to ensure that the external site and the MyNYCERS member portal utilize the same navigation scheme and style guide so visitors never get lost or jarred as they move from system to system.

The result is a website that both reduces the burden of the NYCERS staff and empowers members to find the information they need without having to plan a visit or make a phone call. If you’re looking to solve similar problems, let us know. We’re always happy to help.