Smart Pension needed to modernise its retirement options service to:
Improve user understanding of complex, regulated choices
Encourage timely, compliant decision-making
Reduce operational overhead and manual processing
CLIENT
Smart Pension
INDUSTRY
Financial services
MY SERVICES
Project Management, Content Strategy, Information Architecture, Co-creation, Content Management
Outcomes
✅ Reduced processing time by 200% by simplifying conditional workflows
✅ Introduced a hub-and-spoke model of conditional tasks and guidance
✅ Delivered a compliant, modular content system aligned with UK policy and FCA regulation
✅ Boosted user comprehension with tested patterns and progressive disclosure
Approach
I partnered with Product, Legal, UX, and Engineering to deliver:
A modular content and service architecture, aligned to intent, eligibility, and platform logic
Scalable retirement journeys, incorporating KYC flows and edge-case resolution
Compliance-reviewed content components supporting FCA regulation and Consumer Duty obligations
Taxonomy and IA models to underpin future features and journeys
Stakeholder engagement and facilitation using agile rituals and planning artefacts
Risk management
Developed requirement matrices and QA frameworks in partnership with Legal and Compliance to meet regulatory needs
Collaborated with Design and Engineering to fulfil KYC edge cases and conditional logic
Mitigated design system constraints and accessibility requirements to revise and introduce patterns.
Why it matters
This work demonstrated how content design can unlock strategic value in regulated environments.
By aligning policy, platform constraints, and user needs, I helped Smart Pension launch a scalable retirement journey with measurable business and user outcomes.
This work also helped reduce operations overhead, an important step to supporting compliance and building user trust.
