A digital will for 150,000pension members

Challenge

Many people die without a will, and that can put their family’s home at risk. A survey among Akademikerpension’s members showed that most had not made one, for four reasons: they did not understand its importance, the legal language is complex, it costs money, and it forces people to confront their own mortality. Eighty percent said they wanted an easy way to do it.

The brief was a simple, intuitive process that would work in roughly ninety percent of cases.

Approach

We mapped every parameter and the full decision tree to cover the most common situations, then built the solution in iterative design sprints with Akademikerpension’s product owner so it matched their brand and their members’ expectations.

An avatar guides users through the questionnaire, explaining legal concepts and why each piece of information is needed. The core functionality was developed in agile sprints in under two months. Legal advisors reviewed compliance and the validity of the generated documents throughout, and the product was tested for usability, security and compatibility across devices and browsers.

Outcome

Members enter personal and family data, work through a guided questionnaire with plain-language explanations, download the finished will as a PDF and register it. A complex legal product made approachable for 150,000 people.