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Design thinking in pensions: Putting people at the heart of design

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Pensions agencies could make systems and processes more engaging, efficient and well-adopted if they designed them based on real stakeholder needs instead of preconceived notions.

Veröffentlicht in: Technologie

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Design thinking in pensions: Putting people at the heart of design

  1. 1. Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
  2. 2. In most pensions agencies, technical and compliance requirements drive decisions around system, organizational, process and experience design to maintain or improve service delivery. BUILD IT AND THEY WILL COME… Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
  3. 3. 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… Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
  4. 4. BUT PENSIONS AGENCIES MAY NOT ALWAYS KNOW WHAT MEMBERS, EMPLOYERS AND INTERNAL STAFF NEED. Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
  5. 5. They expect the same experiences when dealing with their pension plan as they have in everyday life. PEOPLE ARE CHANGING 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 Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
  6. 6. BECAUSE DIFFERENT RESULTS DEMAND A DIFFERENT KIND OF DESIGN. IT’S TIME FOR A MINDSET SHIFT Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
  7. 7. 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. Create with people, not just for them. Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. IT’S TIME FOR DESIGN THINKING
  8. 8. Design thinking synthesizes processes, systems, data and structures from a human perspective. IT’S TIME FOR DESIGN 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.
  9. 9. WALKING IN SOMEONE 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 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.
  10. 10. 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 JOB application RETIRES, POST RETIREMENT Monthly benefits checks DEATH Named beneficiaries report death, receive death benefits MARRIAGE Change of beneficiary MOVES Change of address PLANNING ON RETIRING Benefits estimate Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
  11. 11. DESIGN THINKING APPLIES TO 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 Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
  12. 12. DESIGN THINKING APPLIES TO EVERYTHING COMMUNICATIONS TRAININGEXPERIENCES CULTURE SYSTEMS PROCESSES AND WORKFLOW ORGANIZATIONS Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
  13. 13. 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 JOURNEY IS AS IMPORTANT AS THE DESTINATION DISCOVER Learn about people and the context of the problem. DESCRIBE Synthesize learnings from discovery and point of view. IDEATE Iterative ideation - prototyping cycles. TEST Test ideas and prototypes with actual users. IMPLEMENT Deploy the chosen solution and refine it. Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
  14. 14. 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 SERVICES ADOPTION OUTCOMES FROM STATUS QUO TO PEOPLE FIRST BETTER
  15. 15. 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 www.accenture.com/pensions ABOUT ACCENTURE CONTACT Deanna Probst Owen Davies 1 http://solutions.boldchat.com/2015-mobile-engagement-report/social?lead=blog 2 https://www.accenture.com/t20161102T223245__w__/us-en/_acnmedia/PDF-35/Accenture-Digital-Citizen- Experience-Pulse-Survey-Highlight-Final.pdf SOURCES Teri Bennett Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.

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