HESTA Member Online launches

A few years ago, the highly purpose-led superannuation provider, HESTA, wanted to understand the value that their member services online (MOL) brought to their customers and how to enable a meaningful and helpful member experience in the future. However, the hypothesis was that their existing technology was creating a barrier to improving the member experience and they knew that the investment would be substantial to rearchitect it. They needed an accurate view of the current state and where they needed to be to justify the investment they would need to make. 

To show how the technology and customer experience connected, and how it may need to change, I led a multi-disciplinary consulting team to uncover what customers needed today and how those needs might change in the future. This meant not just looking at the future of superannuation, but the future of work, healthcare, education and female progression, aligned with an estimated trajectory of technologies such as cloud architecture, API-led systems, AI and blockchain. HESTA serve mostly female healthcare and early education workers, so it was important to design a member experience that could enable their prosperity by using the kinds of technology that would become commonplace

The team included a solution architect who not only predicted the impact of future technologies, but also created a comprehensive view of the current technology and processes that were being used to deliver the full end-to-end experience. During the project, I had the opportunity to develop a new live service blueprinting approach that allowed a solution architect, product owner and UX designer to create a a  clickable map in Confluence to demonstrate how tech and touchpoint connected. 

The investment was approved when a very thorough strategy was delivered and the resulting vastly improved member experience has now been launched.

Congratulations to HESTA for investing in their customers in more ways than one.