Consolidating pension funds can be a complex process. In Hong Kong, employees must go through a lot of paperwork and agreements. The eTR platform was designed to simplify this process by seamlessly connecting the online and offline experience of the application. This allows pension account holders and their agents to access information and proceed their application without unnecessary back-and-forth communications.
How I work:
The agency I worked for was responsible for designing and developing this product. Our team led the entire design process, aiming to streamline the pension account creation and transfer workflow for insurance agents in BCT HK. To understand the challenges they faced, I personally went through the entire pension set-up and transfer process with insurance agents and their manager. This helped us identify the pain points in their journey with customers, from initial paperwork to approving the application, and the subsequent communication.
The main challenge was the back-and-forth communication between account holders, insurance agents, and related parties. To create a seamless experience for all users, I mapped out the existing flows of the account set-up and pension transfer journey for different types of customers under different scenarios, involved insurance agents to ideate around how we can simplify and streamline the flows. They were eager to contribute, provided valuable feedback, and expressed a desire to transform their existing workflow.
All the ideas and feedback were then consolidated into the final designs.
Delivery:
We transformed complex paper forms and agreements into an intuitive self-service online application where insurance agents can manage and create applications for their customers. While it is responsive and can be accessed on various devices, it was primarily used on tablets as each agent had their own work iPad.
Most of the personal information was pre-filled from the database, and customers only need to pay attention to the highlighted areas. The information displayed at every step was carefully organized with interactive tips to provide sufficient support. Advanced users can also access additional information, such as learning more about investments and funds, if they wish. After confirming that the information is correct, the customer can verify their identity using a unique link and electronically sign all forms in one go. We then auto-fill all the PDF forms and agreements for the customers, and insurance agents can access those files on the platform for further administrative work, such as obtaining manager signatures and sending documents to authorities.
