Around 2150 of these Employers submit contribution details using paper based means, including emails and spreadsheets.
These paper based submissions result in NHSBSA Pensions needing to carry out extensive clerical processes to reconcile and match submissions and payments, often resulting in late payment and interest charges being incurred by the Employer.
Types of users included: Large trusts, GP practices, Directional bodies (Not part of the NHS however provides NHS related services).
Types of research included: Face to face interviews, Call centre listening, journey mapping, prototype testing.
On a whiteboard or paper I asked users to write each stage of the task, what they are doing and thinking at each step in order to get an overall understand of the process.
After further 1-1 interviews with the Pension Scheme Administrators we established a list of user needs from the new service.
Pension Scheme Administrators needed:
When tested the prototype every 2 weeks iterating the prototype based on what we found, we travelled and tested the prototype in the users own environment to get a sense of how they might use it naturally.
We learn that seeing previous contributions was important to users for auditing processes.
We also found that the date selection was confusing for users, it was important for them to be able to schedule payments and know exactly when it was going to leave the organisations account.
We passed our formal Government ‘Alpha assessment’ which meant we were able to proceed to ‘Beta’.