Making pension decisions clearer through service design

pension security
customer service

This autumn, Varma made use of legal design to develop the contents and layout of its pension decisions. The aim of the pilot was to make pension decisions more customer-friendly.

Customers involved in development work

During the pilot, we developed our old-age and disability pension decisions by making the contents more concise and structured, and by clarifying the layout. A group of our customers was also involved in the development work.

“Our customers often find pension matters complicated. As a responsible pension company, we want to make our pension decisions clearer. For us, it is also essential to bring customers to the core of our development work,” stresses Tiina Kurki, Senior Vice-President of Pension Services and IT at Varma.

The pilot was realised jointly with the law firm Dottir and the service design company Hellon.

“The pilot project implemented with Varma proves that even complicated legal decisions can be presented in a more customer-friendly way,” says Dottir’s CEO, Antti Innanen.

New decisions to be introduced in phases

The experiences gained in the pilot were positive, and the renewed pension decisions will be introduced in phases.

“The project required close collaboration and a lot of time and effort, but the end result made it all worthwhile. We hope our customers will also be pleased,” says Kurki.

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