The Pensions Regulator (TPR) had a requirement to change how scheme funds were reported by pension providers due to new legislation coming into force.

Working alongside a User Researcher, I spoke to subject matter experts and technical architects throughout the business to understand TPR and customer responsibilities, in order to close out Discovery on the new service and commence Alpha, championing GOV.UK Service Standards, Agile methodologies and user-centred design. TPR were a very technical and process driven company going through digital transformation, therefore it was crucial to present and show to everyone from team to board level the value of a UCD approach.

I mapped and made recommendations for service improvements that could be made iteratively. However, legislation was not completely finalised so requirements were constantly changing. The underlying technology was also being redeveloped, which existing services would be transitioned to in future so consideration needed to be given as to how they might benefit from this work. As such I looked at modular patterns that could be developed and reused for new services in addition to the Reporting of Scheme Funding service.