NGS Super and digital agency S1T2 have unveiled a complete redesign of the industry fund’s digital channels, to create an improved user experience that redefines the way it communicates with customers.
Based on quantitative and qualitative member research, NGS identified key knowledge gaps relating to knowledge of superannuation, personal finance and investing. This guided the development of the NGS Knowledge Centre – a personalisable online information portal designed with real member needs in mind.
NGS Super also arranged an exclusive and free-to-members content-sharing partnership with Alan Kohler’s The Constant Investor – granting members access to content in line with their financial needs.
“By improving the efficacies behind organising and presenting data, we hope to create greater value for all of NGS Super’s customers in line with how audiences look for information today,” explained Tash Tan, head of digital at S1T2.
“These capabilities are the first step to providing a user centric design experience, one that considers the importance of a user journey catered to your needs.”
Member needs were at the heart of the entire website redesign; instead of pre-determining what customers want and need, NGS Super’s new website prioritises intelligent search and quick links as a way to hand control back to users.
By creating smooth, satisfying navigation that responds directly to the user, these features ensure that customers are always able to find the information and content they’re looking for.
“At NGS Super, we aim to provide a whole wealth solution to our members by listening to our target groups and how they wish to engage with their superannuation fund,” added Loyce Cox-Paton, head of brand and digital at NGS Super.
“The findings of our research really guided this process and revealed members were after easy-to-understand content about the relevant things impacting their finances – including investment strategies, global and local market movements and changes to superannuation policy and regulation,” she said.
“Making sure our members are engaged with their super is a key focus at NGS Super, and for the superannuation industry as a whole. We want to take the lead in listening to our members, to reassure them that we are here and present on their financial journeys, by providing them with a central hub of information easily accessible through our new website.”