eMPF Proposal (Electronic Mandatory Provident Fund)
Sector: Government/financial services
Challenge: The Hong Kong government was looking to create an electronic portal to allow citizens to sign up and manage their mandatory retirement funds. GrowthOps was drafting a business and design proposal to submit to the government to win the project.
My role UX designer: user interviews, user personas, user flows, and wireframes to submit with the proposal.
The challenge
In Hong Kong, the Mandatory Provident Fund (MPF) is a compulsory saving scheme designed to help residents save for their retirement. Employers and employees are required to contribute a portion of the employee’s income into an MPF fund, which is then invested to grow over time. However, the existing system for managing these funds has been cumbersome and difficult to navigate, leaving many users frustrated.
Recognizing these challenges, the government wanted to create an electronic portal to streamline the process, making it easier for citizens to sign up, manage their funds, and feel confident about their financial future.
This is where GrowthOps came in. We were drafting a business and design proposal to win this project, and I was on the team as the UX designer. My mission was to understand what Hong Kong citizens need from this portal and to design something that fits their lives.
User interviews
To kick off the research, I conducted interviews with people I knew who were already using the MPF system, which includes both employers and employees. I also asked these users to do full walkthroughs of the current system while I observed.
Employers showed me how they managed contributions and employee details, while employees guided me through how they handled their own retirement funds. I also interviewed them and asked what their current pain points were and what they expected would be helpful about having an electronic portal system.
User personas
Through these interview sessions, I gained valuable insights into users' experiences, which guided the creation of key user personas. Each persona captured a clear understanding of their needs, goals, frustrations, and motivations.
This deep understanding shaped the design process, enabling me to craft user flows and wireframes that directly addressed user challenges. It also demonstrated in our business proposal that we were empathetic to our users and well-positioned to improve their overall experience.
I opted to focus on broad, high-level personas rather than detailed archetypes, as the goal was to present concise information in the business proposal. By identifying the users’ primary goals, I was able to map out the key user flows that would effectively serve our audience.
User flows
The goal of the user flows was to illustrate the high-level journeys of the five key personas: trustee, MPF/CP, intermediary, employer, and employee.
By mapping out these flows, we aimed to identify where we could create the most significant impact and drive the greatest efficiency for each stakeholder. This understanding helped us build a strong business case around which parts of the user flow would benefit most from our solution.
Wireframes
Now it was time to bring the user flows to life and provide materials for our business leads to use to convey their message. I chose to create wireframes for the dashboard for employees, employers, and trustees as that would be the main target audience and what we would be building for the government.