People are changing. Design your pension agencies based on real customer needs. Learn more: https://accntu.re/2Ff3FUi

1. Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.

2. Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
In most pensions agencies, technical and
compliance requirements drive decisions around
system, organizational, process and experience
design to maintain or improve service delivery.
BUILD IT
AND THEY WILL COME…

3. Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Pensions agencies could make systems
and processes more engaging, efficient
and well-adopted if they designed based
on real stakeholder needs, instead of
preconceived notions.
BUILD IT
…OR WILL THEY?
AND THEY WILL COME…

4. Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
BUT PENSIONS AGENCIES
MAY NOT ALWAYS KNOW WHAT
MEMBERS, EMPLOYERS
AND INTERNAL STAFF NEED.

5. Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
They expect the same experiences when dealing with
their pension plan as they have in everyday life.
PEOPLE ARE
CHANGING
EVERY
6 MINUTES
PEOPLE CHECK
THEIR SMART
PHONES1
85%
OF CITIZENS EXPECT
THE SAME OR HIGHER
QUALITY DIGITAL
SERVICES FROM
PUBLIC SERVICE
ORGANIZATIONS AS
FROM THE PRIVATE
SECTOR2
DIGITAL MOBILE
PERSONAL REAL TIME

6. Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
BECAUSE DIFFERENT RESULTS
DEMAND
A DIFFERENT KIND OF DESIGN.
IT’S TIME FOR A
MINDSET SHIFT

7. Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Design thinking puts people at the
heart of the process by working with
stakeholders to understand their
interactions with the pensions
agency— and improving them.
IT’S TIME FOR
DESIGN THINKING
Create with people,
not just for them.

8. Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Design thinking synthesizes processes, systems, data
and structures from a human perspective.
IT’S TIME FOR
DESIGN THINKING
Human centered: Gains
empathy and understanding
through direct observation
and research.
Iterative: Refines the
potential solutions based
on feedback, testing and
continuous learning.
Collaborative: Involves
diverse stakeholder
perspectives, built for
co-creation.
Creative: Tosses aside
assumptions to truly explore
the art of the possible for the
best solution.
Prototype-driven: Collects user feedback early and often,
fails fast to get the right solution.

9. Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Design thinking is the adoption of a design mindset and human-centric design
methods to solve problems, frame opportunities and innovate experiences.
WALKING IN
SOMEONE ELSE’S SHOES
It’s about thinking through all the
tangible and intangible things that
make for a positive experience for
people and addressing the
business and technology
elements needed to deliver them
well.
HUMAN
DESIRABILITY
TECHNOLOGY
FEASIBILITY
BUSINESS
VIABILITY
DESIGN
THINKING

10. Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Pension members interact with pensions agencies at different touchpoints during their lives.
These make up their overall experiences.
EVERY STEP OF
THE PENSIONS JOURNEY
Design thinking looks at
each touchpoint and puts the
person at the center to
understand members better
and shape organizational,
experience, process or system
decisions and design around
that understanding. It’s a
win-win. Members get
solutions they will actually use
and enjoy, and pensions
agencies can better prioritize
changes.
STARTS NEW JOB
Application
RETIRES, POST RETIREMENT
Monthly benefits checks
DEATH
Named beneficiaries report
death, receive death benefits
MARRIAGE
Change of
beneficiary
MOVES
Change of address
PLANNING ON RETIRING
Benefits estimate

11. Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
DESIGN THINKING APPLIES
TO EVERYONE
Improved engagement
More informed plan selection
Access and convenience
Customer satisfaction
Better information sharing
User-friendly touchpoints
More accurate information
Fewer downstream errors
LIFE AS AN
EMPLOYER
Streamlined workflows
Higher productivity
Optimal resource use
Job satisfaction
LIFE AS A
MEMBER
LIFE AS AN
EMPLOYEE

12. Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
DESIGN THINKING APPLIES
TO EVERYTHING
COMMUNICATIONS TRAININGEXPERIENCES CULTURE
SYSTEMS
PROCESSES
AND WORKFLOW
ORGANIZATIONS

13. Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
The design thinking approach is dynamic. One phase may not necessarily proceed in
the order listed here. At times, the process may move backwards or forwards.
THE JOURNEY
IS AS IMPORTANT AS
THE DESTINATION
DISCOVER
Learn about
people and the
context of
the problem.
DESCRIBE
Synthesize
learnings from
discovery and
point of view.
IDEATE
Iterative
ideation -
prototyping
cycles.
TEST
Test ideas and
prototypes with
actual users.
IMPLEMENT
Deploy the
chosen solution
and refine it.

14. Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
DESIGN THINKING
APPROACHES
Human centered
TRADITIONAL
APPROACHES
Technology focused
SERVICES
ADOPTION
OUTCOMES
FROM
STATUS QUO
TO PEOPLE FIRST
BETTER

15. Copyright © 2018 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Accenture is a leading global professional services
company, providing a broad range of services and
solutions in strategy, consulting, digital, technology
and operations. Combining unmatched experience
and specialized skills across more than 40 industries
and all business functions–underpinned by the
world’s largest delivery network–Accenture works at
the intersection of business and technology to help
clients improve their performance and create
sustainable value for their stakeholders.
With more than 425,000 people serving clients in
more than 120 countries, Accenture drives innovation
to improve the way the world works and lives.
For more information, visit us at
accenture.com/pensions
ABOUT ACCENTURE
CONTACT
Deanna Probst Owen Davies
1 http://solutions.boldchat.com/2015-mobile-engagement-report/social?lead=blog
2 https://www.accenture.com/t20161102T223245__w__/us-en/_acnmedia/PDF-35/Accenture-Digital-Citizen-
Experience-Pulse-Survey-Highlight-Final.pdf
SOURCES
Eyal DarmonTeri Bennett