B2B PLATFORM・PENSION OPERATIONS
Turning pension administration
into a system of action.
From information overload to operational clarity.
An employer-facing pension operations platform bringing employee information, contributions, exceptions, and deadlines into a connected operational experience.
As the Product Designer, I shaped the product experience and later explored a conceptual redesign focused on prioritization, guided resolution, and contextual AI support.
Project Team:
・Business Analyst
・QA Lead
・R&D Manager
・COO
・Developers
NDA: Interfaces adapted for client confidentiality.
The information was there.
The next action wasn’t always clear.
HR and payroll teams manage interconnected employee data, contributions, exceptions and deadlines. But priorities, blockers and next actions were not clearly connected.
Unclear priorities
Fragmented context
Unclear next steps
How might we help teams recognize what matters, understand why, and confidently move each case toward resolution?
The real friction wasn’t in a single screen. It was between tasks.
To understand where pension operations become difficult to manage, I analyzed existing product research, reviewed operational interfaces, mapped end-to-end workflows, and examined relevant enterprise platforms. Three patterns emerged:
Different roles, different needs
HR and Payroll needed employee-level detail; Finance focused on discrepancies; managers needed an operational overview.
Progress was hard to interpret
Understanding the state of a process often required checking individual records.
Resolution depended on context
Action required connecting the cause, blockers, ownership and the next step.
Key insight: Connect information, decisions and actions into one continuous workflow.
Three questions became the product’s design principle.
Rather than hide enterprise complexity, organize the experience around user decisions.
What requires attention?
Surface the cases, risks and deadlines that matter most.
Why does it matter?
Connect each issue to its context, blockers and potential impact.
What should I do next?
Make the next action clear, actionable and accountable.
From displaying information to enabling confident action.
From a system of record to a system of action.
The research pointed to a shift in how the platform should support daily operations: from organizing pension information to helping users act on it.
Priorities
Cases
Blockers
Next Action
Resolution
not just monitoring
A case-driven operational experience that connects issue identification to resolution, while maintaining clarity and control.
One connected journey from identifying an issue to resolving it.
Rather than treating dashboards, employee records, and forms as separate experiences, I structured the core workflow around the progression of a case.
Primary case journey
Overview
Cases
Case Workspace
Guided Resolution
Completion
Returning to Cases preserves the list filters, saved view, sort and relevant AI context.
Clarity emerged when each screen had one job.
Overview: From competing information to clear priorities
Early iterations made KPIs, deadlines, cases and AI compete for attention. I made Prioritized Cases the main work area and removed the redundant Deadlines module.
Design decision: Separate monitoring from action, rather than giving every section equal weight.
Cases became a work queue, not another dashboard.
The Cases screen needed to support scanning, filtering, and managing multiple employee issues. I chose a table-first layout to make priorities, status, ownership, due dates, and next actions easy to compare. Bulk actions appear contextually, while filters and list state are preserved across navigation.
Design decision: Prioritize operational efficiency over additional dashboard visualizations.
Guided Resolution: Progress Must Reflect Actual Readiness
I structured resolution into four steps with explicit conditions for progressing. Step 2 has two separate states: unresolved blockers and information ready for validation.
Blockers still present
Ready for validation
Design decision: Make progress conditional on the actual case state, with explicit validation and final confirmation.
AI should support decisions,
not interrupt the workflow.
I explored three integration patterns. The hybrid direction kept the operational task primary, with AI available at decision points.
A separate
AI assistant
AI across
the interface
Hybrid:
AI in context
Chosen model: embedded signals for priority, contextual reasoning when needed, and explicit human control.
AI where it matters.
Human control where it counts.
Embedded signals surface what matters. Contextual guidance explains the recommendation, while people retain control over validation and resolution.
Embedded signals
alongside the relevant case.
Contextual guidance
confidence when needed.
Human decision
AI recommends. People validate and confirm resolution.
From operational complexity
to a clear path forward.
The proposed experience connects priority, employee context, guided action and completion in one continuous journey.
See what needs attention
Understand the issue
Resolve and close
One journey: identify the case, understand the issue, take action and confirm resolution.
Overview, Cases &
Employee Case Workspace Screens
Guided Resolution Screens
Steps 1 & 2
Guided Resolution Screens
Steps 3 & 4
Completion Screen
Making complexity actionable.
The redesign resulted in a more cohesive case-driven product concept, connecting operational visibility with a structured path to resolution.
Clearer priorities
Connected resolution
Contextual AI
Shorter path to resolution
Less screen navigation
Less manual verification
Clarity doesn't mean less information.
Workflows matter as much as screens.
More AI isn't necessarily better AI.
Design-level outcomes · Conceptual redesign · No measured production KPIs claimed