Aon Hewitt
Helping Aon Hewitt write clear and member-friendly pensions letters
Joe (or Josephine) Public is never going to whoop with excitement about a pension, but at least if we can help our members understand the benefits, and put them across in plain English, we’re making some headway. At the moment it’s a small step for Aon Hewitt but our clients are already saying it seems like a giant leap in the right direction.
Philip Dickinson, pensions solutions director, Aon Hewitt
Aims
- To refresh the tone of voice of Aon Hewitt’s pension administration letters to improve the member experience
- To make sure their pensions communications reflect their business values
- To raise levels of understanding and engagement with members of pension schemes
Project
To meet these agreed aims, we:
- looked in detail at the tone, clarity and quality of their pensions communications and made recommendations for improvements
- refreshed a number of Aon Hewitt’s web pages and letter templates to make them clearer and more member-focused
- produced a tailored writing toolkit to illustrate and clarify the new style for letters
- developed the skills of Aon Hewitt’s key writers
Results
- Clear and concise letters that tell members what they need to know in plain, simple language
- Writing that now reflects Aon Hewitt’s values and personality
- Staff think differently about letter-writing and are now able to improve the member experience
- Awarded 2010 Pension Scheme Administrator of the Year for acting on market feedback to introduce real, positive change
- Excellent market feedback received from their Service Development Forum focus groups
