Finnish Centre of Pensions
The Finnish Centre for Pensions, a central body in a decentralized pension scheme, promotes its implementation and development. It doesn’t insure employees or pay pensions but handles central tasks like:
Research, statistics, and background information for pension evaluation and monitoring reforms.
Law drafting and support for earnings-related pension legislation.
Pension implementation services, including data logistics, cost division, and actuarial support.
Training, communication, and guidance services.
Legal, international, and supervisory services.
International earnings-related pension liaison and pension application transmission for Finnish residents abroad.
Client
Accenture, Finnish Centre of Pensions
Service
Research
Industry
Pension / Insurance
Date
01.03.2020 - 31.12.2020
Executive Summary
Challenge
The primary focus research on methodology that was hypothesized to enable designers to gain domain knowledge while simultaneously identifying usability issues within the system and proposing solutions to address these problems. This approach would facilitate designers in solving tasks while simultaneously acquiring domain expertise, rather than relying solely on external resources with domain knowledge.
The secondary objective was to conduct a usability evaluation and propose solutions derived with the candidate methodology framework.
Role
Robert’s role as researcher entailed conducting a comprehensive literature review of existing studies, conducting user research and domain research in an iterative manner.
Process
Outcome
Based on the research conducted, we identified usability issues that were subsequently validated with end users. Each usability issue was categorized into five attributes to better understand what kind of usability issues we were able to capture:
These findings were iteratively refined to develop solutions. Ultimately, we assessed the employed methodology and presented the findings, including the identified usability issues and recommended solutions.
At this stage of the project, we sought to validate our findings with the users. We gathered a sample of users and intended to validate the findings through a workshop utilizing the 6-3-5 Brainwriting method. We facilitated the workshop and recorded all the gathered findings. Subsequently, we conducted a vote to determine the most valuable ideas using dot-voting and How-Now-Wow-matrix to ascertain whether the users themselves deemed the findings impactful. To mitigate bias, the activity was conducted anonymously. Later, we prioritized the findings with development teams based on feasibility of implementation.
The primary research objective was to ascertain whether the methodology employed would facilitate a more expedited acquisition of insights into the domain knowledge. The sequencing proved to be an efficient approach for novice domain experts to rapidly expand their domain knowledge while conducting usability and UX evaluations.
Through methodologic triangulation and multiple evaluators, we were able to validate the discovered usability issues and validate them as valid. The solutions were deemed innovative and feasible and were implemented into the production system.
