The effectiveness of digital pension tools A case study on the Dutch website 'my pension overview'
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1 Faculty of Humanities Department of Languages, Literature and Communication The effectiveness of digital pension tools A case study on the Dutch website 'my pension overview' Louise Nell, Leo Lentz & Henk Pander Maat Thursday, October 1st, 2015 Utrecht, Netspar Pension Day
2 Faculty of Humanities Department of Languages, Literature and Communication Research on financial communication Netsparproject: Choosing better with understandable pension documents Mapping and improving communication packages of pension organizations documents helpdesk conversations digital tools The effectiveness of digital pension tools Thursday, October 1st,
3 Digital tools Clients want relevant, personal and up-to-date information Offered by more and more pension organizations One tool for all Dutch citizens The effectiveness of digital pension tools Thursday, October 1st,
4 My Pension Overview (MPO) Original website The effectiveness of digital pension tools Thursday, October 1st,
5 My Pension Overview (MPO) Redesign The effectiveness of digital pension tools Thursday, October 1st,
6 Research questions 1. To what extent do respondents find and understand information in both versions of the website? 2. What kind of problems in finding and understanding occur? 3. To what extent are finding and understanding performances related to reader characteristics? The effectiveness of digital pension tools Thursday, October 1st,
7 Reader characteristics In reading research, prior knowledge is considered the main predictor of performance Studies on the UPO (Lentz & Pander Maat, 2013) and the start letter (Nell, Lentz & Pander Maat, 2015) show that prior knowledge is barely relevant Language skills play a bigger role than expected Assumption: not only design is relevant when using a tool, but reader characteristics are as well The effectiveness of digital pension tools Thursday, October 1st,
8 Method Two studies: 1. Old version of MPO.nl(120 respondents) 2. New version of MPO.nl(120 respondents) Procedure Individual sessions Demographics questionnaire + 4 competence questionnaires Introduction to the website Face-to-face scenario questions Duration: hours Thursday, October 1st,
9 Participants 240 respondents (120 per study) Selected based on gender, age, education level and type of employment Recruited in the network of 12 students Sample 121 women and 119 men Average age 42 (SD = 13.3) Education: 67 low, 81 medium and 92 high The effectiveness of digital pension tools Thursday, October 1st,
10 Competence questionnaires Prior knowledge 1. Financial knowledge 2. Pension knowledge Language skills 3. Vocabulary 4. Reading skill The effectiveness of digital pension tools Thursday, October 1st,
11 1. Financial knowledge test (14 questions) The effectiveness of digital pension tools Thursday, October 1st,
12 2. Pension knowledge test (20 questions) The effectiveness of digital pension tools Thursday, October 1st,
13 3. Vocabulary test (25 questions) The effectiveness of digital pension tools Thursday, October 1st,
14 4. Reading skill test (25 questions) The effectiveness of digital pension tools Thursday, October 1st,
15 Scenario questions The effectiveness of digital pension tools Thursday, October 1st,
16 Reliability and questionnaire scores Competences Reliability Scale Mean scores (SD) Financial knowledge (SD 2.8) Pension knowledge (SD 3.7) Vocabulary (SD 5.3) Reading skill (SD 3.4) The effectiveness of digital pension tools Thursday, October 1st,
17 To what extent do respondents find and understand information in both versions of the website? The effectiveness of digital pension tools Thursday, October 1st,
18 Finding score Understanding score Old version 86% 96% New version 91% 97% Pearson Chi Square X² (6, N = 240) = 31.2, p < The effectiveness of digital pension tools Thursday, October 1st,
19 What kind of problems in finding and understanding occur? The effectiveness of digital pension tools Thursday, October 1st,
20 Problems with finding and understanding What pension will Mr. de Jong receive? Is that per year, per month or other? Is that a gross amount or a net amount? 20
21 Solutions for finding and understanding What pension will Mr. de Jong receive? Is that per year, per month or other? Is that a gross amount or a net amount? 21
22 To what extent are finding and understanding performances related to reader characteristics? The effectiveness of digital pension tools Thursday, October 1st,
23 Results To what extent do reader characteristics play a role in finding? Model Predictors B SE Bèta T P Old website R=.50; R²=.25; SE=.12 Vocabulary Age Model Predictors B SE Bèta T P New website R=.33; R²=.11; SE=.14 Financial knowledge Age The effectiveness of digital pension tools Thursday, October 1st,
24 Results To what extent do reader characteristics play a role in understanding? Model Predictors B SE Bèta T P Old & New R=.20; R²=.09; SE=.08 Financial knowledge The effectiveness of digital pension tools Thursday, October 1st,
25 Conclusion Practical component In both versions of the website, finding is a more urgent problem than understanding When it comes to finding, the new tool is an improvement it takes the needs of the visitor into account more intuitive less jargon The effectiveness of digital pension tools Thursday, October 1st,
26 Conclusion Theoretical component Pension knowledge does not play a role in using both tools, vocabulary does (Financial) literacy is a complex concept Defining it as just financial knowledge is not enough The effectiveness of digital pension tools Thursday, October 1st,
27 Correlations between competences and demographics Competences Gender Age Education Income Domain knowledge t(236) = 5.94, p <.001 r =.22; p(two-tailed) =.001 F = 28.5; df= 2; p <.001 F = 32.4; df= 2; p <.001 Topic knowledge - r =.41; p(two-tailed) <.001 F = 12.3; df= 2; p <.001 F = 26.1; df= 2; p <.001 Vocabulary t(232.2) = 2.77, p =.006 r =.34; p(two-tailed) <.001 F = 33.4; df= 2; p <.001 F = 21.7; df= 2; p <.001 Reading skill - - F = 24.2; df= 2; p < Pension reading skill t(238) = 2.84, p =.005 r =.23; p(two-tailed) <.001 F = 29.3; df= 2; p <.001 F = 26.4; df= 2; p <.001 The effectiveness of digital pension tools Thursday, October 1st,
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