John Lewis

Being crystal clear with pension members.

Problem 

The John Lewis Partners pension had a lot of history. It had changed and developed over the years to meet members’ needs and new pension legislation. This resulted in members being on a number of different plans, all with different rules. It was important John Lewis communicated with members about their pensions clearly – without overwhelming them with too much detail.

Solution 

I partnered directly with a John Lewis’s pension manager to understand exactly what types of pensions they provided to members, how they differed and what kind of rules each member needed to know. 

I then took all that knowledge and started to map out the structure of the John Lewis pension comms in order to tell the story of each pension plan. Being sure to include the right level of detail so that members could easily understand what their pension plan was, how it worked and what they needed to do if they wanted to change, update or withdraw their pension.

Impact 

I wrote a series of pension comms that were provided to members across the UK. They became a resource to help employees understand not only how their pension but how pensions in the UK worked in general.