INPRS Member Dashboard

A dashboard that bridges the gap between the user, INPRS, and Voya

Empathize

Known User Pain Points

Over the year 2025, most comments had complaints about:

• Logging in

• Not user friendly

• System down

• Changing personal information

• Finding tax documents

65% of people who go to our home page logging in
Prior Research
720/1632 people that filled out the survey are satisfied

Some Survey Monkey comments said:

"Explain the retirement process better. This has been painful!"

Survey Monkey Comment
Survey Monkey Comment

"I need to apply for retirement and have no idea where to start. Where is my entry point? This provides no direction."

Survey Monkey Comment
Survey Monkey Comment

"It is not user friendly. Too confusing to try and find my INPRS statements."

Survey Monkey Comments
Survey Monkey Comments

"PERF is confusing, gov websites are confusing thus this website is super confusing."

Survey Monkey Comment
Survey Monkey Comment

"very hard to navigate"

Survey Monkey Comment
Survey Monkey Comment

"the website is SO CONFUSING can not find 1977 fund pay statement"

Survey Monkey Comment
Survey Monkey Comment

"User friendly is a concept this website does NOT comprehend"

Survey Monkey Comment
Survey Monkey Comment

"Clean it up. Nearly impossible to navigate...It's taken 25 minutews to get to this point"

Survey Monkey Comment
Survey Monkey Comment

"Make it easy to navigate"

Survey Monkey Comment
Survey Monkey Comment

Define

Problem Statement

INPRS website users expect to have their personal retirement details easily accessible.

Plus, they expect digestible, generic retirement plan information. Instead, they are confronted with complex navigation and language. This results in cognitive overload of users, high call volume for INPRS advocates, and low satisfactory scores.

Ideate

Idea #1: Update/Restructure the public site itself

  • Simplify the navigation bar

  • Clearly separate member and employer
    information

  • Organize information by plan, not topic

Idea #2: Create a dashboard that bridges the gap between user, INPRS, and Voya

  • Provide clear, accessible information that captures the users’ attention

  • Customize news, forms, and handbooks based on
    the member’s plan

  • Get enough data for Phase 3 Member Portal using Salesforce

Design Decisions

The Result

The dashboard decreased navigation time by 7+ minutes, or by 78%


The Member Dashboard is the #1 most visited page under authentication within a month of it's launch

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