Our approach to testing the MoneyHelper Pensions Dashboard

Following extensive collaboration with industry, I'm pleased to share our recently published consumer testing approach for the MoneyHelper Pensions Dashboard. This details how we will test the dashboard with consumers and gather valuable insights, helping us refine the service before it becomes publicly available. Below is an overview of the indicative approach we will take.

Why consumer testing matters

The success of pensions dashboards depends on creating a service that's accessible, trustworthy and genuinely useful for consumers. Through rigorous testing with real people viewing real pensions data, we can identify and resolve issues before pensions dashboards become widely available. This process will also generate valuable insights that could benefit the pensions industry as a whole.

Testing objectives

Our testing approach centres on 8 core objectives. We'll test the dashboard with users to ensure it meets their needs, with a view to sharing insights to help support development of private sector dashboards. We'll identify any user experience issues around usability, accessibility, comprehension and engagement, and understand data quality and the success of matching users to pensions.

We aim for a joined-up user journey across the wider pensions landscape, including signposting to onward guidance, and to understand when users need support and how they seek it. We’ll share insights to aid pension providers and schemes in setting up supporting processes. Finally, we’ll develop insights around user behaviour and onward guidance after using the dashboard.

Industry collaboration

This updated testing approach directly reflects significant collaboration and input from a broad range of industry professionals across trade bodies, public service pension schemes and individual organisations. Their valued feedback has been integral to several important developments.

We've introduced industry expert testing as our first step, allowing pension providers and schemes to validate data before consumer testing begins. We've revised our phase 1 schedule to conduct regular research and incorporate small-scale unmoderated testing. We’ve also committed to addressing requests for clarity on stage gate criteria, testing volumes, and how insights will inform changes to standards.

3-step testing framework

In the first step of this approach, we’re testing with industry experts to validate data accuracy.

The next step (phase 1) involves targeted consumer testing with a small number of users, likely to last around 12 weeks with up to 15 connected schemes. This phase will test the display of State Pension, defined contribution (DC) and defined benefit (DB) pensions through both in-person and remote sessions. Other pensions may also be found, however the dashboard won't cater for their display initially.

The third step (phase 2) scales to open industry recruitment, gradually increasing volumes up to 20,000 users. We'll maintain moderated testing methods while expanding unmoderated approaches and potentially introducing other research options such as longitudinal diary studies and task-based testing. This phase will eventually cater for and conduct testing with all pension types and include more complex scenarios.

Inclusive and representative testing

We're committed to testing with a range of users across numerous demographics and characteristics. We’ve set indicative quotas for these, which include age, gender, location, pension type, engagement with and knowledge of pensions, and low digital skills or confidence.

Crucially, we aim for around 20% of participants to have access needs or low digital skills. These would include impaired vision or hearing, motor difficulties, and cognitive or learning difficulties. This focus on those who may face the most barriers will help us create a more accessible and effective service.

Recruitment and engagement

For phase 1, targeted pension providers and schemes will recruit participants using our comms toolkit, which includes customisable letters, guidance and MoneyHelper brand assets.

Phase 2 will expand recruitment through pension providers and schemes as well as specialist recruiters, pre-screened panels, charities and networks. This will help source users from across all of society, including those with low digital skills or accessibility needs. A research panel will be created to allow for communicating with users at scale.

Sharing insights

Throughout testing, we'll maintain regular communication with industry to share updates and insights through established channels. This proactive engagement and two-way dialogue will ensure we're capturing insights across the end-to-end journey while addressing any concerns promptly.

After each phase 1 testing round, we'll conduct playbacks with participating pension providers and schemes and will share mid-phase updates through existing forums. For phase 2, we'll provide regular feedback every 4 to 6 weeks centred on emerging themes. Our Jira ticketing system will be refined to enable industry to feed in any issues related to testing.

Looking ahead

The insights gained from consumer testing will not only inform future iterations of the MoneyHelper Pensions Dashboard but also support other dashboard providers and industry-wide improvements. Success depends on continued industry involvement, from participant recruitment and data readiness to review and feedback.

We're excited to embark on this testing journey together, ensuring pensions dashboards deliver real value for consumers while supporting industry in preparing for this transformational service.

Find the full MoneyHelper Pensions Dashboard consumer testing approach on the PDP website.