Mapping the ecosystem of retirement across channels.

This project mapped a complete retirement journey from the experience of three customer types and the eco-system that serves them.

The problem

• Retirement is unique, because it is life - but what are the common decision-making points and life events that influence how you retire in the end?

• Also, retirement is rapidly changing in Australia - people work longer, and don’t just stop working. But what does that mean for savings, and financial security in later life?

Project

• A research and journey mapping project to inform a strategic redesign of a core product line

• Consolidation of 30 previous projects in the space to create a holistic customer, system and organisational view on the phase of retirement

• Engage with C-suite and 15 stakeholder teams to receive and synthesize input

My role

I led the project from A-Z, supported by a junior colleague.

Deliverables

• Current state journey map covering 20+ years of customer activity pre-retirement, across 3 journeys / personas

• Key insights, pain points and opportunities for service design and strategy

• Capability building for core project team and stakeholders in journey mapping