Penspen Customer Case Study

Challenges and aims

With an established UK benefit scheme in place, Penspen were looking for a fresher, clearer approach to their employee benefits. Utilising an older technology platform, Penspen was facing low engagement levels with its benefits scheme.

A poor user interface and complex user journey meant employees struggled to complete the full benefit selection journey and drop-off rates were higher than expected. Scheme administration was typically complex and time-consuming to complete, utilising precious resources. From high levels of employee queries to complex reporting, administrators often faced large workloads just for the basic management of their scheme. Penspen wanted to boost employee engagement and drive the success of their benefits scheme by empowering employees to control their benefits selection and understand their total reward package, making the solution as easy and efficient as possible.

Results

Providing professional scheme design to in-depth support documentation, Zest’s project managers worked with Penspen every step of the way. The clean, fresh design made for a more enticing benefits platform for Penspen’s workforce, with users clearly able to easily select their chosen benefits and understand their full package with the engaging new total reward statement. This is even more evident with engagement levels at 70% amongst Penspen’s employees.

Being accessible from mobile phones, Zest has empowered Penspen’s large, filed-based workforce to make their benefits selections on the go and access the information they need quickly and easily.

An easier, more intuitive user journey has led to a better experience for all employee demographics across all devices. The team were also able to easily troubleshoot any issues thanks to comprehensive training provided by Zest. Previously, Penspen’s private medical insurance was perceived as being rather complex and hard to understand. With the new system and approach, they were pleased to see that they could clearly display all the required information to their workforce, which has led to a reduction in queries on this specific benefit and empowered employees to make informed decisions on the best selection for their situation.