eMPF User Personas

Employee

Demographics

  • Age 18-65

  • Hong Kong ID Card Holder, Passport holder

  • Work Status: Within a company - employed, casual employee

Background

Employee or previous employee of a Hong Kong company that provides pension benefits.

Needs

  • To feel confident that s/he is invested in the optimal funds that will provide the greatest return.

  • To feel secure and knowledgeable about the current status of her/his funds.

Goals

  • Initial account setup and provide investment choices

  • Annual tax return submission (SEP only)

  • Update and provide personal information

  • Account/balance enquiry

  • Review contribution history

  • Track growth of different funds (performance enquiry)

  • See latest news updates affecting their pension funds

  • Switching funds / Reallocation of existing funds

  • Inter-scheme transfer / ATO

  • Benefit claim

  • Early withdrawal

  • Easy access to expert help (chatbot)

Frustrations

  • Lack of clarity surrounding best funds to invest in

  • Tedious and manual process to see overall growth of their plans

  • Lack of transparency regarding process

  • Mistrust of others managing fund allocation

  • Difficulty switching or reallocating funds efficiently

  • Lack of guidance with investment planning

  • High trustee fee and low return

  • Slow payment process

Motivation

  • Wants to receive the highest return of investment for future retirement.

Employer (administrator)

Demographics

End user:

  1. Small company: employer

  2. Mid-size: accountant

  3. Large: HR staff

Background

Manages the monthly submissions of employee contributions to trustees. Also in charge of updating payroll and employee details.

Needs

  • To feel secure that employee contributions are successfully submitted to trustee.

  • To reduce HR time spent on managing monthly employee contributions.

Goals

  • Account setup and scheme Enrollment

  • Employee Enrollment

  • Submit contribution and arrange payment

  • Payment history enquiry

  • Company information update

  • Notification of staff termination

Frustrations

  • Difficulty tracking the status of employee contributions to trustees and any outstanding issues

  • Difficulty updating employee enrollment

Motivation

  • Needs to avoid penalties associated with missing MPF submission deadlines and not following MPF guidelines.

  • Can pay in multiple payment methods on the platform.

Trustee (administrator)

Demographics

Scheme administrator

Background

A company or natural person approved by MPFA as a trustee. MPF trustee needs to exercise fiduciary duty in operating MPF schemes in the interest of scheme members.

Needs

  • To feel confident that the data interface is secure

  • To feel confident about using resources most efficiently to manage processes

  • To digitize paper processing

Goals

  • Automation of new employer and employee enrollment: certification and welcome pack

  • Manage member account information

  • Manage payment process (autopay, cheque collection and logging, etc.)

  • Subscription and redemption of funds

  • Manage member balance and daily valuation

  • Daily operations: Enquiry management, complaint handling, recovery of default contributions

  • Benefit transfer/account reconsolidation

Frustrations

  • Heavily paper driven and manual process for employee enrollment

  • Too many manual errors from cheques

  • Too much time spent on cheque collection and logging

Motivation

  • Spend fewer resources and less time to manage payment collection and logging

  • Reduce negative environmental impact

Intermediary

Demographics

Agent

Background

An MPF principal intermediary is a business entity registered with MPFA to engage in MPF sales and marketing activities.

Needs

  • To maintain trust from employees, employers, and trustees. Thus, platform should make it easy for agent to complete tasks for their clients.

Goals

  • Create user accounts for new employees, employers, and SEP’s

  • Support employee to further update/complete personal information

  • Support employee on terminal declaration

  • Create draft pension member enrollment on behalf of employer

  • Support effective communication between employees/employers and fund house or relevant trustees

  • Create draft version of remittance statement on behalf of employers

  • Create draft version of income declaration on-behalf of self-employed member

Frustrations

  • Manually completing processes

  • Slow payment process

  • Difficulty in communicating with employees, employers, and trustees

Motivation

  • Earn money for effectively helping employees, employers, and trustees