Prototyping pension offices

Retirement is a life event that comes with a heavy emotional burden, which can make the related administrative procedures seem complex.

France’s old-age pension scheme, CNAV, asked Plausible Possible to help users gain a better grasp of its services by developing a system and/or models for welcoming the public that take into account the needs of both pensioners and local staff.   

Our proposal was based on an immersive approach in two different branch offices that aimed to identify the practices and understand the needs expressed by the pensioners at the office and the resources available to help meet them. Staff took part in the project, which facilitated the analysis of the complexity of the procedures and provided an overview of the different levels of information available. The discussions between pensioners and staff during the meetings also helped us pinpoint best practices from both parties: reassure pensioners by explaining the various procedures, making it easy to find one’s way through the offices, providing efficient means of submitting or picking up documents, etc.

Working on-site, we were able to develop lines of inquiry to gather feedback during operations, both from pensioners and from the work of the staff.

During the second phase of testing, the initial version was consolidated and reintroduced into the process for receiving pensioners, enabling us to hone the design of the solutions.