BT Pension Scheme
BT Pension Scheme (BTPS) was migrating to a new administration platform to improve the operational management of the scheme. For a scheme of this scale and complexity, it was a significant transformation programme spanning data, technology, compliance, workflows, communications and member experience. My role focused on mapping the UX across the end-to-end customer service journey, from awareness and intent through to task completion, follow-up and ongoing support, mapping cross-channel behaviours to create a more usable experience.
Year
2022 - 2023
Scope
CX, Journey Mapping, Wireframing
Shaping the information architecture and product design direction.
I played a key role in shaping the product structure by conducting competitor analysis and supporting user research to understand expectations around pension and financial services platforms. A key insight was that most existing experiences overwhelmed users with dense information and unclear task pathways, making it difficult for users to identify and complete core tasks such as reviewing their benefits, adjusting contributions, and seeking guidance when needed. I led the development of site map explorations and wireframes, helping define clearer navigation structures and task-based journeys that reduced cognitive load and improved clarity across key user journeys. We also established a member panel that surveyed users to continuously test assumptions and validate design direction, ensuring the evolving experience remained grounded in real member needs and behaviours.
Impact
550 panel members contributed ongoing feedback that helped shape and refine the portal experience. In the year following launch, over 210,000 pension calculations were completed and there were more than 450,000 member logins. Member satisfaction has continued to improve, reaching 86% (an increase of 23% over four years). This reinforced the importance of validating design decisions through real user feedback and using behavioural data to iterate and improve core journeys over time.
