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Government benefits play a central role in retirement for a significant proportion of Australians. Yet many struggle to navigate the complexity of the Age Pension; leading them to apply late, make costly mistakes or give up entirely. Aware Super wanted to design a new service that would position the fund as a trusted guide for retirement, not just super.
Sandbox partnered with Aware Super to design a service that helps eligible members successfully apply for the Centrelink Age Pension. With many missing out on payment entitlements due to an overwhelming process, Aware Super saw an opportunity to provide greater support and tangibly improve retirement outcomes for their members.
In six weeks, Sandbox moved from early concepts through to a tested service experience, shaped by feedback from real members at each stage. We quickly found how easily members could get overwhelmed when trying to engage with the Government Age Pension. The challenge was to meet members where they were up in their journey and guide them through a process step-by-step. We uncovered early that the complexity had to be stripped back significantly to avoid member drop off: fewer steps, less jargon, clearer choices.
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Sandbox delivered three distinct member experiences that were subsequently implemented by Aware Super. This included an eligibility calculator, a step-by-step video guide that walks members through the Centrelink claim process and an expert check-in booking service all available through an Age Pension Hub. These new service offerings position Aware Super as a fund that cares about more than just managing super, a finding that resonated strongly with members and has the potential to drive both loyalty and acquisition.
