design thinking in pensions: putting people at the heart of design
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Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
In most pensions agencies, technical and compliance requirements drive decisions around system, organizational, process and experience design to maintain or improve service delivery.
BUILD ITAND THEY WILL COME…
Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Pensions agencies could make systems and processes more engaging, efficient and well-adopted if they designed based on real stakeholder needs, instead of preconceived notions.
BUILD IT…OR WILL THEY?
AND THEY WILL COME…
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BUT PENSIONS AGENCIES MAY NOT ALWAYS KNOW WHAT
MEMBERS, EMPLOYERSAND INTERNAL STAFF NEED.
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They expect the same experiences when dealing with their pension plan as they have in everyday life.
PEOPLE ARECHANGING
EVERY
6 MINUTES PEOPLE CHECK THEIR SMART PHONES1
85%OF CITIZENS EXPECT THE SAME OR HIGHER QUALITY DIGITAL SERVICES FROM PUBLIC SERVICE ORGANIZATIONS AS FROM THE PRIVATE SECTOR2
DIGITAL MOBILE
PERSONAL REAL TIME
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BECAUSE DIFFERENT RESULTSDEMAND
A DIFFERENT KIND OF DESIGN.
IT’S TIME FOR AMINDSET SHIFT
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Design thinking puts people at the heart of the process by working with stakeholders to understand their interactions with the pensions agency— and improving them.
IT’S TIME FORDESIGN THINKING
Create with people,not just for them.
Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Design thinking synthesizes processes, systems, data and structures from a human perspective.
IT’S TIME FORDESIGN THINKING
Human centered: Gains empathy and understanding through direct observation and research.
Iterative: Refines the potential solutions based on feedback, testing and continuous learning.
Collaborative: Involves diverse stakeholder perspectives, built for co-creation.
Creative: Tosses aside assumptions to truly explore the art of the possible for the best solution.
Prototype-driven: Collects user feedback early and often, fails fast to get the right solution.
Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Design thinking is the adoption of a design mindset and human-centric design methods to solve problems, frame opportunities and innovate experiences.
WALKING INSOMEONE ELSE’S SHOES
It’s about thinking through all the tangible and intangible things that make for a positive experience for people and addressing the business and technology elements needed to deliver them well.
HUMAN DESIRABILITY
TECHNOLOGY FEASIBILITY
BUSINESS VIABILITY
DESIGN THINKING
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Pension members interact with pensions agencies at different touchpoints during their lives. These make up their overall experiences.
EVERY STEP OF THE PENSIONS JOURNEY
Design thinking looks at each touchpoint and puts the person at the center to understand members better and shape organizational, experience, process or system decisions and design around that understanding. It’s a win-win. Members get solutions they will actually use and enjoy, and pensions agencies can better prioritize changes.
STARTS NEW JOBApplication
RETIRES, POST RETIREMENTMonthly benefits checks
DEATHNamed beneficiaries report
death, receive death benefits
MARRIAGEChange of beneficiary
MOVESChange of address
PLANNING ON RETIRINGBenefits estimate
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DESIGN THINKING APPLIESTO EVERYONE
Improved engagement
More informed plan selection
Access and convenience
Customer satisfaction
Better information sharing
User-friendly touchpoints
More accurate information
Fewer downstream errors
LIFE AS AN EMPLOYER
Streamlined workflows
Higher productivity
Optimal resource use
Job satisfaction
LIFE AS A MEMBER
LIFE AS AN EMPLOYEE
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DESIGN THINKING APPLIESTO EVERYTHING
COMMUNICATIONS TRAININGEXPERIENCES CULTURE
SYSTEMSPROCESSES
AND WORKFLOWORGANIZATIONS
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The design thinking approach is dynamic. One phase may not necessarily proceed in the order listed here. At times, the process may move backwards or forwards.
THE JOURNEYIS AS IMPORTANT AS
THE DESTINATION
DISCOVERLearn about
people and the context of
the problem.
DESCRIBESynthesize
learnings from discovery and point of view.
IDEATEIterative
ideation -prototyping
cycles.
TESTTest ideas and
prototypes with actual users.
IMPLEMENTDeploy the
chosen solution and refine it.
Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
DESIGN THINKING APPROACHES
Human centered
TRADITIONAL APPROACHES
Technology focused
SERVICESADOPTION
OUTCOMES
FROM STATUS QUO
TO PEOPLE FIRST
BETTER
Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions–underpinned by the world’s largest delivery network–Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders.
With more than 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.
For more information, visit us at accenture.com/pensions
ABOUT ACCENTURE
CONTACT
Deanna Probst Owen Davies
1 http://solutions.boldchat.com/2015-mobile-engagement-report/social?lead=blog2 https://www.accenture.com/t20161102T223245__w__/us-en/_acnmedia/PDF-35/Accenture-Digital-Citizen-Experience-Pulse-Survey-Highlight-Final.pdf
SOURCES
Eyal DarmonTeri Bennett
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