Technology enhances experience

All Work

The Civil Aviation Authority Pension Scheme, providers of pensions benefits to over 13,000 defined benefit members.

As a part of a long-term digital engagement project, the Civil Aviation Authority Pension Scheme (CAAPS) Trustees wanted to enhance their online member experience and create a fully personalised self-service member website.




  • Digital Engagement
  • User Experience

The Journey

Starting out…

In taking advantage of an upgrade to Core, our new digital engagement platform, CAAPS wanted to enhance their online member experience. We explored what they valued in their existing site, their needs and objectives, and opportunities for enhancements.


The main event…

First, we gained a deep understanding of the membership through a thorough user experience process. This allowed us to determine the tasks each demographic might want to complete on the self-service site and remove barriers to ease of use.


We then undertook the build, incorporating existing and new self-service functionality, with a new look, structure and tone, to create an enhanced user experience.


Members can access real-time information about their pension, including viewing accrued benefits, running calculations, and updating personal details. New functionality includes making beneficiary nominations online and accessing duplicate P60s.

The Impact

By building a strong understanding of what CAAPS wanted to achieve and using best practice, we were able to an intelligent site for members, reducing the administrative burden and providing enhanced usability.

The solution allows the admin team to focus on delivering high-quality service, while members take care of basic tasks themselves.