Supporting the NHS Pension Scheme to drive more positive pension decisions
Helping NHS Pension Scheme members make better retirement decisions.
NHS Pension Scheme members
Filled within hours
Visits to the flexible retirement portal
Chose the financially stronger long-term option in a complex pension decision
Improving understanding of pension options
NHS research shows that 40% of pension scheme members rate their understanding of their pension as poor or very poor. Lumera worked with NHS Pensions to design communications that help members understand their options and make more informed retirement decisions.
Encouraging staff to explore flexible retirement
Flexible retirement allows NHS staff to continue working while accessing part of their pension, helping retain experienced workers. However, awareness and engagement were low.
We designed a simple, one-page letter encouraging staff aged 55+ to book a digital pension seminar and access an online learning platform. The communication focused on clear, action-led messaging and made it easy to book via QR code.
Helping members make better long-term pension decisions
A policy change meant some members could claim an immediate refund of pension contributions (around £8,000 on average). However, waiting until retirement would usually lead to greater long-term pension value.
Using behavioural science techniques, we redesigned a legally required two-page letter to help members understand the decision and its long-term implications.
“Lumera’s understanding of behavioural science and its application to communication strategies was evident from the start. They excel in translating complex pensions information into clear, concise messaging which resonates with our customers and drives meaningful engagement."
Programme Director, National Audit Office
NHS Pensions expected up to 70% of members might request the immediate refund. Instead, only 25% did so, with 75% choosing to wait, supporting stronger long-term financial outcomes.
- 4,500 seminar places filled within hours.
- 90,000+ visits to the flexible retirement portal.
- 44,000 views of the animated video in first 4 months.
- Over 50,000 staff have since chosen flexible retirement instead of leaving the NHS.
The results
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