Elo

“Elo’s mission is to secure the pensions of those insured, meaning entrepreneurs and employees of companies. The pension service is aimed at private customers, and the customers can e.g. check an estimate of the amount of their pension, apply for pension, and view decisions regarding their pension in digital form."

"A good customer experience is central in the service. We’re collecting customer feedback on multiple channels regularly, which gives guidelines on how to develop the service”, Skoglund tells.

The pension service is a part of Elo’s digital service entity which is being developed continuously. The service has over 250 000 logins yearly and potentially approximately 700 000 users, which includes users with varying backgrounds and ages from 17-year-olds to over 60-year-olds.

The users who are about to retire and receive old age pension, is the largest user group.

“We utilized Siili’s expertise on service design and through sprints drafted how the service is shaping up to be. We also conducted user tests to validate our hypotheses and customer insights. Learning together was crucial, and the objective was that we create a continuous model to use service design in developing the pension service”, describes Jussi Sandqvist, the Development Director of Elo.

Besides gaining customer understanding and insight, also automation plays a big part in making the service fluent.

“We can create better customer experience with automation. For example, the customer can apply for pension, and due to automation between different systems the customer might be able to receive a pension decision within 24 hours, so it’s remarkably faster compared to sending in a paper application”, Sandqvist tells.

“We didn’t want to directly transfer a PDF file or a paper application to a digital form, but instead we wanted to create a genuinely digital service that is easy to use”, Skoglund says.

One of the ways to achieve that has been strong visualization of pension information, which helps the customer to better understand the applying process. According to Skoglund, also receiving and searching for correct information is vital.

“It’s important for the customer to easily get the big picture of different pension types and information of their upcoming pension. In the web service the customers can get a full range of personalized services.”