Hostplus
A platform that simplifies superannuation for Australians
Discover how Inlight, in partnership with Hostplus, created a new platform to provide all Australians with an accessible and simplified superannuation experience.
highlights
18%
Traffic uplift
#1
Best in Show UX award
What we set out to solve
Superannuation's inherent complexity wasn't effectively addressed by the existing website. The Sitecore platform struggled to accommodate growing cross-functional needs, and the search function provided inaccurate results, impacting the user experience.
What we delivered
We reimagined and created an enhanced digital front door, in parallel with their evolving brand proposition, to simplify content discovery. This included implementing Adobe Experience Manager as the technology foundation, bolstered by a custom search platform to offer an exceptional search experience.
Sector
Finance
Project Services
Product Strategy
User Research & Testing
Content Strategy
Product Development
CMS Integration (AEM)
Link
https://hostplus.com.au/
The process
Utilising our trusted LTME delivery framework
Immersing ourselves in the world of superannuation
To kick things off, we embarked on an extensive Listen + Think phase. We conducted deep immersion sessions into the Hostplus business, engaging with over 12 teams to define the project purpose, goals, and personas.
Transforming insights to ideas
We developed information architecture, content strategy, wireframes, and prototypes for user testing and optimisation through this phase. We also devised a comprehensive technical plan and solution architecture to guide product development.
Bringing the vision to life
Following Listen + Think, we embarked on the Make phase to bring the vision to life. Collaborating closely with the Hostplus team, we prioritised features and functionalities to ensure alignment with their goals. Leveraging a suite of preferred technologies such as Adobe Experience Manager (AEM), React, and advanced search capabilities.
Ongoing collaboration
Throughout the Make phase, our delivery team worked closely with the Hostplus team, ensuring seamless execution of the solution defined in the Listen + Think phase, along with an exceptional client experience. The result was a cohesive and user-centric digital experience that aligned with the new Hostplus brand, empowering users to navigate the complexities of the superannuation industry with ease.
The Solution
Improved design and UX to align with the new brand
Streamlined pathways
To enhance the self-service experience, we mapped out the key user journeys, identifying the critical touchpoints where members sought to take control of their superannuation. By placing high-demand features within easy reach from the homepage, we streamlined the pathways to self-service functionalities.
Powerful and customised search
One of the significant improvements we implemented was the integration of a powerful and customised search platform. Leveraging advanced search capabilities, we transformed the search experience for Hostplus members. They could now quickly find the information they needed, benefiting from lightning-fast search results that delivered highly relevant and accurate content.
Optimised self-service experience
Using advanced search, meant members could effortlessly search for specific forms, policies, or answers to frequently asked questions, saving time and reducing frustration. The search capabilities ensured that Hostplus members had a seamless and efficient self-service experience, empowering them to navigate the platform with ease and access the information they needed to make informed decisions about their superannuation.
As well as an improved experience for users, internally Hostplus can customise the search to highlight key information or campaigns that were frequently searched to allow even quicker access for users.
Modern enterprise platform to build digital capability
In our mission to deliver a modern enterprise platform, we selected Adobe Experience Manager (AEM) as the backbone of the content management system. AEM provided Hostplus with a robust and scalable solution, offering cloud infrastructure that ensured high performance and reliability. With AEM's advanced personalisation and analytics capabilities, Hostplus are now able to deliver targeted and tailored experiences to their users.
The impact
Delivering a market-leading user experience
The new platform empowered Hostplus with a market-leading user experience. Introducing self-service capabilities reduced call center volumes, while improved UX and educational content led to higher conversion rates. Advanced search capabilities decreased the time required for users to accomplish their goals.
Achieved an 18% traffic uplift
Compared to previous website
Best in Show UX award
At the Australian Web Awards
"At Inlight, we thrive on turning complexity into simplicity. Collaborating with Hostplus, we streamlined their digital presence, making it accessible and in tune with their vision. Together, we've helped to demystify superannuation, reaching a broader audience."
Harley Donaldson
Strategy & Design Director | Inlight
