SURA
How can Sura give clients what they need if it doesn’t know who they are?
As part of the government’s retirement program, if a worker does not choose an administrator to handle his/her retirement plan one will be assigned. The money from this account is then moved to the administrator (in this case SURA) but they are not given any contact information. Therefore communication between the company and the user is limited.
How to find, define and offer solutions to 6 million people?
As lead researcher, I led the discovery agency in identifying four user archetypes and key moments that make a user look at his pension and choose one.
Additionally, through service design methodologies, I led the team in mapping the current user journey with pain points and opportunities to create the journey To-Be. The blueprint for this design changed the App drastically increasing user registration.