Following PwC’s acquisition of Pension Live (now Pension View), the organization sought to modernize the platform’s experience to better align with its Workforce portfolio and contemporary financial planning standards. While the system was powerful in managing complex pension data and retirement financials, its experience was administrative, dense, and disengaging for participants—limiting adoption and increasing reliance on HR and pension managers for support.

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We approached the redesign through a structured, user-centered design process. Through stakeholder interviews, we aligned on business objectives, service models, and growth goals. User interviews uncovered friction in how participants understood their retirement data, decision points, and planning milestones. Heuristic evaluations exposed usability gaps and inconsistencies, while persona creation grounded the team in distinct participant mindsets, financial literacy levels, and retirement goals.

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These insights informed comprehensive workflow mapping and iterative wireframing, allowing us to re-architect the experience around clear, goal-oriented journeys rather than isolated data views. Early concepts evolved into take-to-market prototypes that secured stakeholder approval and organizational buy-in.

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The result was a modernized, self-service-driven platform that simplified complex financial information, increased pensioner participation in plan management, reduced administrative burden on HR and pension managers, and positioned PwC’s offering as a forward-thinking retirement engagement solution within its Workforce portfolio.