UI & UX designer
The brief here was to make it easier for our members to make withdrawals from their KiwiSaver accounts at/after the date of retirement. Previously the withdrawal process was paper based. For some it was a very involved process which left members waiting while checks were made and required high levels of involvement from our Customer Services team.
Once we outlined the existing service blueprint, we began to create a new view and digital journey making sure all areas of the business approved eg. Legal & AML and all interactions on either side of the “line of visibility” still worked seamlessly.
There were two releases:
The online journey not only made it easier for our members to gain access to their funds when they needed it the most but also reduced the incoming queries to our support teams. This was also at the time of the pandemic and pushing this forward made it much simpler for those who required their funds sooner than expected.