Case study

BC Pension Corporation

Role

UX Director

Responsibilities

Team Lead, Project Planning and Resource Management, Stakeholder Engagement, UX Strategy, Task Analysis, Information Architecture, Content Modelling, Interaction Design

Challenges

• Pre-existing plan sites suffered from substantial usability, findability and brand-perception issues and were delivering limited value to the pension plan boards and the Corporation.
  
• Poor task completion rates on the sites were driving substantial “failure demand” to the contact centre.
  
• Dense, jargon-laden information frustrated members, who tended to be older and less technically savvy.
  

Solutions

• Content was re-configured into a topic-based architecture that could be more easily managed, and scaled over time. For users, information was organized more intuitively and was easier to navigate.  
  
• Simplified guides outlining processess and pension concepts were introduced to provide straightforward, plain language guidance for members. 
• Content was enhanced with contextual information that revealed information relationships to improve findability, discoverability, wayfinding and “information scent.”
• The navigation scheme was streamlined and page templates were opened up to improve readability, scanability and reduce cognitive load.
  
• Content was rewritten to better serve the needs and competencies of real members, performing real tasks.
  
• New content was developed to support identified information gaps.
  

Results

• Simplified user pathways - Easily guides members to relevant content and help information.
  
• Visually engaging eService - Consistent visual stye and tone supports brand’s public presence
  
• Designed for high volume usage by members across five pension plans.

Work samples available on request.