What drew me to the challenge?

I was returning to Chile from the United States as the “No + AFP” movement was beginning. The movement opposed the retirement system amid concerns about how it worked: people were required to save, yet struggled to understand what happened to their money and why their retirement income was so low.

I wanted to understand our pension system and people’s needs so we could provide clearer, more relevant information.

We needed to explain in plain language how an AFP works, why saving 10% is mandatory, and why people should supplement their pension funds with other savings options such as APV, which is similar to an IRA.
(Mandatory savings are 10% of monthly salary, with a cap of approximately 3,000 USD).

How did we start?

I began by interviewing friends and family about their motivations for saving and their understanding of Chile’s savings system. The insights encouraged me to survey more people and gather additional data.

• People felt they had no capacity to save more.
• Travel was the main motivation for saving.
• Most people were unaware of the savings options available to them.
• People believed AFPs were stealing their money, so we needed to make the returns on their savings visible.

Testing and prototyping

I participated in discovery, inception workshops, and design sprints to understand customer and stakeholder needs and define products and services. We tested prototypes with customers and customer service employees.

We used guerrilla testing in coffee shops near the office to test low-fidelity prototypes quickly. For high-fidelity prototypes, we used InVision and recorded sessions with Lookback, inviting participants who matched our user personas.

Interactive prototyping

I created interactive prototypes in Principle and recorded them for testing. We used a platform like UsabilityHub to test existing and new prototypes.

Creating a new pension planner

Retirement calculations depend on factors such as age, gender, number of children, marital status, current savings, and salary.
To define an MVP, we gathered information, held whiteboarding sessions, and created rapid prototypes. Customer feedback helped us identify and prioritize the features most needed for the planner.

Developing email journeys

I helped create email marketing journeys using Salesforce Marketing Cloud.
I learned how to:

identify and define communication touchpoints

select and create content for each touchpoint

set up email workflows

I worked on:

• Abandoned-cart journeys for customers interested in APV.
• Creating savings goals.