To enhance accessibility, we first sought to understand our members’ needs through comprehensive research. This involved two key approaches: a large-scale survey and ethnographic research. The survey, distributed to over 14,000 members, provided broad insights into common challenges and preferences. Meanwhile, ethnographic research conducted across various city departments offered a deeper, more granular understanding of how members interact with pension information in their daily work environments. Through this research, we identified significant gaps in the website’s usability and accessibility, as well as the specific types of information that members found most valuable. These findings shaped our strategy for delivering a more accessible and user-friendly solution.

After completing our research, we organized the data using Affinity Diagrams to identify key themes and patterns. Leading a workshop, my team and I analyzed the findings, focusing on members’ concerns, their needs, and how they preferred to access pension information. It became clear that members needed an efficient way to access forms, publications, and resources. Given that most relied on mobile phones, we recognized the limitations of our current website due to platform restrictions and security concerns. Instead of improving a constrained web platform, we determined that developing a native mobile application would provide better accessibility, functionality, and user experience.  

We conducted another workshop, this time with various ERF departments that interact with members daily. The goal was to understand how each department assists members in navigating digital platforms. During the session, we discovered inconsistencies in terminology, where different departments used varying terms for the same concepts. This inconsistency was causing confusion among members and had the potential to increase support calls. To address this, we facilitated a discussion to standardize terminology across all digital and print materials, ensuring clarity and consistency in both written communication and direct interactions with members.

With the foundational elements in place, I used Figma to design wireframes and mockups, ensuring a clear user flow. I then conducted a workshop to review and refine the design, addressing any usability issues. Finally, I built an interactive prototype using Bravo to bring the concept to life for testing and feedback.

The prototype was presented to stakeholders and executive team to share their thoughts and concerns.

Testing was conducted with two groups: an internal ERF team comprising colleagues from various departments and a group representing our user personas. Each test followed a two-part approach. First, scenario-based testing required participants to complete the same tasks, revealing how they navigated the system to find specific information. Second, testers were given free exploration time to interact with the prototype naturally. After testing, we reviewed each scenario, discussing navigation patterns, usability challenges, and overall experiences. Testers also provided written feedback on functionality, concerns, and areas for improvement. To ensure compatibility, testing was performed on three popular smartphones: iPhone, Android, and Google Pixel. Several iterations were made to refine spacing and user flows. Once these adjustments were implemented, another test was conducted to verify that the issues were resolved.

The final product was presented to stakeholders and executive team to share their thoughts and concerns. 

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​After completing the testing phase, the product was ready for launch. My team and I strategized on the rollout, including creating an innovative tagline to highlight our unique position as one of the few pension funds in the country with a native mobile app. We emphasized how this advancement modernizes government pensions. To promote the app, we leveraged social media, including Instagram reels, to engage members. Additionally, during our Educational Engagements initiatives, we distributed QR codes at various departments, making it easy for members to download and access the app seamlessly.