When a person joins a personal pension scheme that qualifies for ‘relief at source’, the Pension Scheme Administrator (PSA) can claim tax relief from HMRC on the pension contributions.
Pension Scheme Administrators have never had a way to confirm a member’s residency status.
Types of research included: Interviews, remote usability testing.
We wanted to learn:
I grouped the finding through an affinity sort which highlighted key themes and actions.
After testing the end to end service and pulling out the key insights I plotted them on a journey map of the service. The purpose of this was to show the main parts that needed imporving.