Targeted emails made it easy for potential retirees to learn about their options; reducing the need to contact the call-centre
When 350,000+ pension plan members barraged the OTPP Pension call-centre with questions about retirement, the company sought the help of my communications team to ease both external and internal pressure.
Our team helped Marion vlog her retirement process, to help educate others about the process
The UX team reimagined all “Preparing to Retire” content to help plan members quickly and effortlessly navigate to relevant information. The communication team:
The "Reel Retirement" campaign unlocked hours for OTPP call centre staff, freeing up time to focus on more complex cases
Using meticulous research, my team revamped the call experience, relieving both the call center and plan members. After launch, call center operators could take on more complex calls, and survey results revealed high satisfaction from plan members on this statement: “ease and simplicity of finding just what I need.” The stats speak for themselves:
Armed with data from the call-centre, my team transformed the 'Preparing to retire' section of the website into a simple, five sub-sections: Do your research, Pension calculator, Start prepping, Review your checklist and Your pension application. Through streamlining the content, removing redundant content and simplifying concepts, we were able to reduce 30+ pages of content into 12, and dramatically improve user flow.
Re-envisioned IA of the Preparing for Retirement section of otpp.com
Members wanting to know their retirement date was the top-requested item to the OTPP call-centre. Using our data, we composed multiple versions of "Your Moment" email, encouraging members to action action toward their retirement.
Targeted emails included:
"Your Moment" campaign featured on Facebook
"Your Moment" mailer sent to members ready to retire
