Post on 24-Jan-2017
transcript
2
080929
Val
EU
SIRP
Konsumenternas
Försäkringsbyrån
Värde-
grund
10 taggarlösning
Media
Politiska
partier
Statsbudgeten
Skattepolitik
Finansdep.
Skattemyndigheten
16%
2,5% PPM
European Federation for
Retirement Provision
(EFRP)
Konsumenternas
Bank- och Finansbyrå
Pensionsforum
Forum50+
SOFI
Trender
Tj.pens
Allm.pension
PPS
Pensionärer
Sv. försäkringsförbundet
Kommuner/
Landsting
Stat
LO/TCO/SACO
Svenskt
näringsliv
Företag
Övriga
företag
Konsumentpolitik
Näringsdep. Tillväxtpoliti
k
SverigeKonsumtion
Världspolitik
Investeringar
Produktivitet
Kapitalmarknad
KreditmarknadAktiemarknad Export
USA
EU
Japa
n
FED ECB
Summa Information
Electum
Collectum
FORA
PVAB
SPV
SAF/LO
ITPK
PFA
PA03
Valcentraler
ITP
Försäkringskassa
Inkomst max 7,5 IBB
Arbetad tidPPM
Ålder
Fastigheter
Räntepapper
Obligationer
Aktier
Medborgare
Sjuka
Arbetslösa
Demografi
Utbildning
Utvandring
Avlidna
Nyfödda
Arbetsmarknad
Invandring
Sysselsatta
Premiepension7:e AP-fonden
Garantipension
Fonder
Tjänstepension
Trad.
Pensionsstiftelse
Fondförsäkring
Socialpolitik
Regering & Riksdag
Transfereringar
Socialdep.
Socialförsäkringssystemet
Vård Omsorg
Försäkringsrådgivare
Privatp
ers
oner
Privat pensionssparande
Skattesystemet
FI RFVLänsstyrelser
AMF Pension Alecta
FSOSalusAnsvar
KPA Förenade LivFolksam
Skandia Liv SEB Trygg
Länsförsäkringar
SPP/HB
Nordea
ÖvrigaRobur
Pensionsstift.
PRI
Teknik
IT-användning
Pensionsportal
Lagar
RSV
KI
Fondförs.
Trad
IPS
Pension.nu
Allmänna pension
1-4:e AP-fonden
Inkomstpension
ESV
EG-domstolen
Kapitalförvaltare
Sv. Försäkringsmäklares förening
BIPAR
KOV
ARNCommité Européen
des Assurances (CEA)
Sv. domstolar Jordbruksdep.
Pensionsavgift 18,5%
SRB
Världs-
konjunkturen
Main concepts of pensions in Sweden
Patrik MalmquistHead of development
Anders LundströmCEO
Anders.lundstrom@minpension.se Patrik.Malmquist@minpension.se
Questions that we planned to answer:
• Why and how come does we exist?
• What is Minpension.se?
• Why redefine ourselves?
• How does the journey look like?
• Our channel strategy?
• Where do we stand now?
Do you have sufficient information to decide on your future pension?
3%8%
10%
40%30%
33%
27%
12%
22%
5%8%2%
Non visitor Visitor
No answer
Missing information
partly missing information
Neutral
Sufficent
All information I need
Observations on
what's good and
painful with current
solutions
Interview stakeholders Interviewing
Customer Journey
Mapping
Users
The real world The digital world
The real world
Trigger Call to action
Minpension.se
My pages
Observations on
what's good and
painful with current
solutions
Interview stakeholders Interviewing
Customer Journey
Mapping
Triggers Goal Function
Observations on
what's good and
painful with current
solutions
Interview stakeholders Interviewing
Customer Journey
Mapping
Observations on
what's good and
painful with current
solutions
Interview stakeholders Interviewing Customer
Journey Mapping
Competitor analysis &
external inspiration
Observations on
what's good and
painful with current
solutions
Interview stakeholders Interviewing Customer
Journey Mapping
Competitor analysis &
external inspiration
Observations on
what's good and
painful with current
solutions
Interview stakeholders Interviewing Customer
Journey Mapping
Competitor analysis &
external inspiration
Data analysis
Qlikview
National Statistics
Google analytics
Observations on
what's good and
painful with current
solutions
Interview stakeholders Interviewing Customer
Journey Mapping
Competitor analysis &
external inspiration
Data analysis
Observations on
what's good and
painful with current
solutions
Interview stakeholders Deep interview
Customer Journey
Mapping
Competitor analysis &
external inspiration
Data analysis Formulate a
hypothesis
Observations on
what's good and
painful with current
solutions
Interview stakeholders Interviewing Customer
Journey Mapping
Competitor analysis &
external inspiration
Data analysis Analysis Survey
The pension experience ladder
Understanding the pension system
Understanding how pension is earned
Understanding how much I will get when I
retire
Understanding how I earn in pension
Plan and make active choices for
your retirement
Active handling funds
and investmentTodays focus
Use
rs th
at w
an
t to
un
de
rsta
nd w
ha
t
they s
hou
ld a
sk
Use
r th
at w
an
ts to
act
Based on statistics and observations
Our interpretation
Background, triggers, goals, pains and needs
Ways to engage the segment, content and functional requirement
The pension experience ladder
The cliff
• If they feel ill-equipped for the subject
• If they feel they have no control over the
outcome
• If the substance induces fear, discomfort or
helplessness
• If the topic is complex, ambiguous,
unpredictable and stressful
• If you get too much information
• If you get too many choices
• If the reward is far in the future
• If they are not financially literate
Conditions for pension engagement
Opportunity(Physical, Social and
Cultural environment)
Capability(Knowledge,
skills and
stamina)
Motivation
External
Internal
Autonomy, Competence
& Relatedness& Pension
engagement
Conditions for
motivationTypes of motivations
COM-B model SDT = Self determination theory
Financial moment
Frustration with current solutions
GAP
First real employment + 5 years
A lot of different employers
5 years until retirement
After retirement
Frustration with current solutions
GAP
A lot of different employers
5 years to retirement
After retirement
Not interested in pension projections; want to
understand the earning and what to think about
First real employment + 5 years
Frustration with current solutions
GAP
A lot of different employers
5 years to retirement
After retirement
In order to trust the system user like to see it
from where they have been employed, not where its invested
First real employment + 5 years
Frustration with current solutions
GAP
A lot of different employers
5 years to retirement
After retirement
How do I really execute my retirement, what choices do I have and
what do I need to think about
First real employment + 5 years
Start earning pensions
Planning scenarios for both saving and
withdrawal
Midlife Retirement
Simplified prognosis Detailed withdrawal planning tool
Analysis JAD Prototype in Axure Test, interview,
analysis, prototype 4
rounds
Plan implementation Look and feel
Development User testing Continue working
ResearchJuni 2014
PrototypingOct 2014
DevelopmentAug 2015
AlphaDec 2015
BetaJul 2016
Turn of the old version 2017
Discovery Alpha Beta
Launch2017
Live
Planning scenarios for both saving and
withdrawalSimplified prognosis Detailed withdrawal planning tool
Customer needs & expectations
Customers expect great digital channels
Customers have high expectations of seamless
transitions between channels
Customers compare companies and products, its much more
transparent and is not afraid to change supplier
Service is 24/7, great service and correct handled
GAP
If we would do it again:
• Teach the organisation the value of iterative and incremental work
• Stakeholder engagement (sell the vision)
• Vision take calendar time to digest
• Visual design sets expectations and engagement
• User perspective vs mission impossible
• Communicate visually
• Use a different language
Today we talked about:
• Why and how come does we exist?
• What is Minpension.se?
• Why redefine ourselves?
• How does the journey look like?
• Our channel strategy?
• Where do we stand now?