Simplifying
Pension Portability
About.
XP Inc. is a reference in the financial market, committed to improving people's lives by helping them find the best investment opportunities.
I had the great opportunity to work in a main product design role for the Pension product.
Company: Xp Inc. | Tools: Figma and Maze | Data: 2020 - 2021 | Team: Product Managers, Front-end, Back-end
The challenge
HUB is the main platform for advisors at XP Inc., but it does not include any Pension features. As a result, all Pension advisors must use an old legacy platform called Connect.
In addition to generating performance issues for the advisor due to an obsolete platform, it also causes numerous restrictions, leading to a high volume of customer service calls.
Understand
How to prioritize all pension features?
I presented the current pension journey to stakeholders and highlighted the volume of customer service calls related to pension issues.
95%
Receives most calls from the Portability feature, responsible for 95% of calls.
Understand
What's Portability ?
Pension fund portability happens when a user wants to move their money from one pension fund to another.
At XP Inc., we offer two types of portability: internal and external
Understand
Interview
We find that users consider the following three steps important for portability:
List of pension funds
Request the portability
Track the request
Validation
Usability test
We conducted a usability test with the client to validate the insight, and used Dovetail to organize and document the results.
Prototyping
The list of funds pension
Prototyping
Request the portability
Prototyping
Track the request
Result
85%
The advisor approved the implementation of the new platform.
3,000
Access for a month.
