Overview: The New York City Employees' Retirement System (NYCERS) is the largest municipal public employee retirement system in the US with over 350,000 active members and retirees. The main function of NYCERS is to administer the statutory pension benefits of its active + retired clients, and beneficiaries.
Accenture was tasked with enhancing the end-to-end experience which included creating an intuitive client friendly interface allowing members to manage their retirement digitally rather than solely through mail-in paper forms. The client touch points needed to compliment each other, creating a unified experience whether they were submitted through the mobile app, website, or paper application.
We first needed to understand the user journey from early career, through life changes, to post career. By isolating pain points we were able to define features allowing users to seamlessly manage their retirement. Through one dashboard they are able to enroll and manage their plans and beneficiaries, apply for services such as loans / disability / retirement, reinstate prior service, update personal information, and submit forms and documents.
This allowed members to self service requests which reduced the volume of calls to support staff. Integrating with back-end systems allowed for real-time updates to member data, service dates, and contributions providing more information transparency.
The design system needed to be unified and comprehensive to be used across the web platform and the mobile app. The Salesforce Lightning Design System (web) and the Ionic Framework (mobile app) were modified to mimic each other to allow for a scalable design system across platforms. Over twelve weeks we had weekly design sessions with the client to iterate on the interactions and align on the final design for build. We stood up the full design system with annotated customizations for the dev team as well as delivering dev ready mockups for all features and edge cases including the documentation outlining the function for every interaction. The final product was a modern and simple end-to-end experience that anticipates the user’s needs and personalized services for them.
My role: I was the design lead for the member facing platform, responsible for overseeing the creation of the unified design system for the web experience and mobile app as well as all the dev ready mockups. I led the designers tasked with refining the user journey, establishing the design system, mocking up, prototyping, demoing, and documenting the functionality. I helped ensure the interactions met the needs of the end users and every touch point creating a seamless experience no matter where the user was in their journey.
Product design lead: Dave Portanova
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Creative Direction: David Kim
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UX Design: Mel Liu, Rachel Covert, Rose Todaro, Kate Clawson
