2019 - 2026Member Online
What is it
Member Online is a digital platform that gives superannuation members a complete view of their retirement savings and the tools to manage them independently. Members can monitor their balance and investment performance, switch investment options, manage insurance, nominate beneficiaries, update personal details, track transactions and, for pension members, manage pension payments—all within a secure, intuitive experience.
Designed as a white-label platform, Member Online has since been deployed across multiple superannuation funds, allowing each client to deliver a tailored member experience while sharing a common, scalable product foundation.
Why
Most superannuation experiences are fragmented, difficult to navigate and built around administrative processes rather than member needs.
Member Online was designed to change that by bringing the most important tasks into a single, modern experience that helps members better understand and manage their retirement savings.
The result is a platform that improves member engagement, reduces operational overhead and allows Superfunds to launch significantly faster than building bespoke solutions.
My role
I led the end-to-end design of the first version of Member Online, taking the product from concept through research, strategy, UX, interaction design and delivery to its initial launch in 2021.
As the product and business grew, I built and led the design team responsible for evolving the platform into a scalable white-label solution. I worked closely with product and engineering to deliver the platform across four superannuation clients while continuing to evolve the experience.
Selected Features
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Selected Features 〰️
Accumulation Experience
This was the starting point for members who are still working and contributing to their final balance at retirement. The dashboard is the central hub of Member Online, designed to give members an immediate understanding of their financial position while making the most important actions easy to find.
The experience balances complex financial information with clear visual hierarchy, progressive disclosure and actionable insights, making it easier for members to understand and manage their retirement savings with confidence.
How did the requirements change for Pensioners?
Those who have already retired have very different needs from accumulation members. Through research, we found that they weren't logging in to track investment performance—they wanted reassurance that their next payment would arrive on time and confidence that their retirement income was secure.
The accumulation dashboard, designed around long-term wealth accumulation, wasn't supporting these goals.
Rather than adapting the existing dashboard, we centred the experience on members' primary concern: their next payment and ability to quickly change the required amount or payment frequency.
The view immediately surfaces the next payment amount and date, followed by essential account information and recent activity. Visual hierarchy was simplified, typography increased, and interactions reduced to create a calmer, more accessible experience for an older audience.
Insurance and Investment Sections
Both allowing members to view their Insurance and Investment choices and make changes at any time.
Responsive by design.
Member Online was designed using a mobile-first approach, ensuring members could confidently manage their super on any device. Every screen, interaction and component was built responsively, creating a consistent experience across mobile, tablet and desktop without compromising functionality.
Platform redesign for different clients
Member Online is a configurable white-label platform, that allows multiple superannuation funds deliver their own branded member experience. Especially important for small to medium sized funds who may not be able to invest in bulding their own portal.
That approach required designing flexible components that could adapt to different products, business rules and branding without compromising usability.
