Web/Mobile App Design
BENEFICIARY DESIGNATION
Drivers for Transformation
Superior digital experience
Improve customer effort score
Superior digital experience
Provide consistent digital self-service experiences for all products across all channels.
Improved digitization
Improve customer effort score
Superior digital experience
Eliminate manual effort by TIAA to update beneficiaries on behalf of the participant's requests that come via call, fax, or mail.
Improve customer effort score
Improve customer effort score
Improve customer effort score
Provide simple, consistent experiences for participants, and improve overall customer satisfaction.
Modernize technology stack
Improve customer effort score
Improve customer effort score
Re-architect technology stack with microservices with containerized architecture for resiliency, stability, and agility.
Customer pain points
Navigation Challenges
Navigation Challenges
Navigation Challenges
- Participants are unsure of the starting point to find beneficiary designations
- 50% of beneficiary calls to NCC were to get navigation help
- 29% of VOC verbatim expressed frustration with the online beneficiary experience
Unguided experience
Navigation Challenges
Navigation Challenges
- Participants calling for navigation help are extending their call to obtain guidance in updating their beneficiaries
- 17:26 AHT for beneficiary assistance calls
- Specific guidance related to confusion with: Multiple initiation menu options, inconsistent Action menu options, confusing and contradictory messaging
Blocked activity
Navigation Challenges
Blocked activity
- Primary feedback - participants are frustrated that they cannot copy designations from an updated contract to another contract; they are told they have to wait 24 hours for system updates and repeat beneficiary updates to other plans
- 24% of participants call multiple times for assistance
App design
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