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Railways Pension Scheme

Railways Pension Scheme

Enhancing digital experience in the pensions marketplace

The Task

The Railways Pension Scheme (RPS) is one of the UK’s largest pension arrangements, representing nearly 340k active and retired members. Administered by RPMI, the organisation embarked on a major project to enhance digital experience for RPS consumers - recognising that the existing RPS site was under performing and used by a fraction of members. RPMI looked to Orange Bus for a consumer insight strategy to inform a digital transformation.

Orange Bus took the time to understand our business, our aspirations and our objectives. They worked closely and collaboratively with in-house teams to lead us through the initial steps of our transformation, and provided exceptional support throughout the projects. In particular, the UX work has enabled RPS to develop digital services, which has engaged with our audiences and met the objectives of the brief.

Aaron Jaffery, Head of Digital at RPMI

The Action

A requirements gathering workshop established a deeper understanding of the business, and led to stakeholder consultation, user interviews, user data analysis, user persona creation and customer journey mapping. Findings were translated into a new information architecture, centred on user needs and improved functionality. Our team also considered areas for content marketing and a prominent space for client-generated insight pieces was accommodated on the new site.

The Results

Orange Bus’ consumer data and intelligence informed the build of a new site that exceeded objectives set around user engagement. Orange Bus and RPMI celebrated winning the Consumer Insight Award for the RPS’ new user-centric site at The Drum Network awards. In comparison to the old site, RPMI identified a 400% increase of registrations; 350% increase in completed tasks; 97% of users actively logging in to use account.

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