RPMI - Consumer Insight Strategy

Listen to article

Delivering a consumer insight strategy to transform the RPS’ online presence

Delivering a consumer insight strategy to transform the RPS’ online presence

The Railways Pensions Scheme (RPS), administered by RPMI, needed an enhanced digital experience for customers. Under-performing across all touch-points and used by a minority of members, we defned a consumer insight strategy that produced data and intelligence to inform a new digital platform. Within 6 months of re-launch, month-on-month, the new digital experience saw:

400%^ online registrations350%^ completed transactions97%^ user logins and account use

“Orange Bus worked collaboratively with in-house teams to lead us through the initial stepsof our transformation, and provided exceptional support throughout. The new platform rightlyputs our members at the heart of what we do; they are now empowered with more support and information than ever before, delivered by an intuitive, engaging structure.”

Aaron Jaffery Head of Digital, RPMI