Pension Playbook

Article Lindsay Hardy

The secret to building member engagement and success early
Focus on key life events and milestones

[This is the second of a series of posts on the latest data-driven design trends for retirement systems.]

As we alluded to in our first post of the series, member engagement consistently trends upward as members get closer to retirement. The reasons are obvious: members nearing retirement start fantasizing about a life untethered from phrases like “work-life balance” and begin paying attention to what it will take to make the jump to their next phase. Meanwhile, new retirees suddenly become very interested in monitoring those pension payment dates and finding out what kind of COLA they can expect.

That’s great. However, as the team responsible for setting retirees up for success, we know that early member engagement leads to a better pension experience, healthier long-term retirement decisions, and (selfishly) fewer customer service requests over the lifetime of the member.

So, what’s the secret to building member connections earlier in their careers? Build a quality experience around key life events.

Article Pension Systems Lindsay Hardy

Tips for posting payment dates on your retirement system website

[This is the first of a series of posts on the latest data-driven design trends for retirement systems]

For retirement systems, the member experience is the brand, and while we do occasionally see revolutionary design and technology shifts (e.g. responsive design), it’s often the little things that will delight your users the most.  

This week, we’re offering some tidbits we first learned by working with the New York City Employees’ Retirement System (NYCERS): Post pension payment dates on your website! 

NYCERS serves over 350,000 members and fields an incredible number of support calls daily. When we began redesigning their website, our first order of business was to conduct focus groups with their customer service team to learn how the website could proactively reduce employee workload and increase customer satisfaction. To our delight, the top requests were simpler than we thought: