Smarter MPF onboarding experience with Fidelity's Smart Onboarding platform
Embrace new business process through digital transformation
To foster employer compliance with MPF, we re-engineer MPF onboarding to put forward a more welcoming portal for employers and employees. As we digitize this experience, we encourage not only a paperless transformation, but also a gradual change in mindset of MPF being a justifiable investment option.
SERVICES
KEY FOCUS
INDUSTRY
LEAD TIME
1 Year
YEAR
2018-2019
Consensus is a process of abandoning all beliefs, principles, values, and policies in search of something in which no one believes... which we respectfully disagree
Revamping the communication framework with stakeholders from Fidelity and target user segments
To reignite MPF as a fully serviceable part of retirement planning, our first step was to reconstruct the communication framework. Opposed to the original linear framework, the new framework brings employers, employees, scheme trustees together via Fidelity digital on-boarding portal. This integration eliminates mundane and repetitive procedures, streamlining existing workflow and easing off workload for all parties.
Putting design thinking into action
We meticulously devise an execution plan to facilitate the transformation of the existing communication framework, Smart Onboarding Portal so as to cater and accommodate the practical needs of end users.
Phase 1: Internal administration - Enhanced form handling and logistics
Necessary enhancements are done on the existing onboarding forms to accommodate the editing situation at the platform. Stakeholders from Fidelity and its Trustee HSBC (e.g. Technology, Customer services, Marketing, Business Compliance, Information security, Operations) were all involved at this stage to co-work and come up with an enhanced form requirement and solutions, acting as the baseline of the enhanced onboarding experience.
Phase 2: Employee - A whole new digital experience for new joiners
After revamping the forms, we launched a whole new platform allowing the company's new joiners to create their own prospect Fidelity account, that provides full stop digital service to facilitate the entire MPF onboarding process.
Phase 3: Employer - Hassle-free management experience
In the last phase, we launched a management portal for all the employers subscribing this digital onboarding service system, allowing them to review and manage the entire onboarding process of the new joiners, as well as communicating with Fidelity to tackle problems and questions that used to be resolved by emails or phone calls.
Consensus handled well creates a more pleasant user journey for everyone
For employees
- More contextual information and support offered
- Quicker enrolment process supported by smart form & e-signature
- Minimize blunders
- Instant enrolment status checking
For HR & employers
- Easier gate-keeping process thanks to the clean and clear dashboard
- Automated email reminders to ensure everything is on track
- Reduce administrative work
For trustee & service provider
- Cut down on back-and-forth with both employees and HR
- Record saving process simplified
Credits
Vincent Ma / Project Lead
Rachel Chan / Project Manager
Wingyee Mok / UI Design Lead
Bill Yu / Full Stack Developer
Darren Chan / Front-end Developer
Jasper Wu / Copywriter
Results
- A paperless end-to-end digital MPF enrolment journey unlocked
- Registration rate had increased by 2x
- A much much simpler journey for employees: It took an average of just 2 logins for employees to complete the onboarding process
