Published: Aug 22, 2024

Award-winning Hostplus mobile app redevelopment

With responsibility for managing the retirement savings of 1.8 million members, Hostplus recognised that its original mobile app was not fit-for-purpose for its diverse membership base and there was improvement potential across the entire platform – design, experience, performance and data.

NCS Australia was tasked to provide a new era of digital experience for its members and to redevelop Hostplus’ mobile app, the preferred channel for its members to engage with their superannuation. The end result has been an award-winning app that brings broad benefits for Hostplus’ members. The app redesign was completed in 2023, and during 2024, NCS Australia has continued to work with Hostplus to develop new features for the app that add value and provide practical benefits for Hostplus’ members.

Key project goals were to:

• redesign the existing mobile app and custom build a new version to cater to the diverse needs of its members;
• optimise accessibility support for all members – from young people, new to the workforce, to retirees and those with a disability;
• add multi-product support to allow for different account types, from superannuation accounts through to transition to retirement and pension accounts;
• deliver capability that is flexible, extensible and scalable to future members and technology requirements, considering potential membership growth;
• preserve confidentially of member data on the device, without introducing security weaknesses to Hostplus’ and partner systems;
• align with members’ best financial interest duties of superannuation trustees, balanced against user expectations for a feature-rich application;
• ensure seamless migration of members’ data from the old app to the new app with no disruptions to services;
• ensure consistency and alignment with corporate design and branding.

Enhancing the user experience to deliver better outcomes for members was a primary driver of the project. Hostplus’ young demographic made the need to enhance the user experience particularly acute and drove demand for a more fit-for-purpose digital offering. However, the solution also needed to provide for the requirements of retirees.

Compounding the challenge was Hostplus’ reliance on legacy technology, stifling the ability to innovate or deliver at speed.

The project and outcomes needed to represent value for members. Hostplus understood a usual application baseline for success would not be enough. Highly responsive, low crash rates, accessible, and fast would be the foundation and not the pinnacle. They needed a seamless migration from the old app to the new – with Hostplus committed to no members being logged out during the upgrade – while linking design and branding so members would intuitively know how to use it. All of this was no small feat, particularly factoring in the ‘security first’ mindset Hostplus bring to every aspect of their development and release lifecycle.
 

The work focused on incorporating intuitive and accessible design, with flexible architecture in transitioning from an outdated Xamarin mobile framework to using native application platforms. Ensuring high performance and first-class security were embedded, with ongoing improvements in speed possible, was also important.

User experience and application security was at the core of every development and design decision, with the team focused on leveraging technical best practices to ensure a secure, extensible, scalable, high-quality app, with experience design applied to create an engaging user experience focused on education and improving member outcomes.

Accessibility was a critical aspect in the design of the app, ensuring that all members can navigate and use the app with ease. The result is an enhanced user experience, which will not only have a positive impact for Australians living with a disability, but all users of the app, with improved design, layout and flow.

Finally, cross-channel consistency enhances the app, ensuring the strong Hostplus brand is presented across both digital and non-digital channels, which is key to building trust, maintaining brand integrity and ensuring member confidence in every interaction.

Delivery was achieved within six months and on budget, creating a strong foundation for the addition of expanded features in the future.
 

The release of the redeveloped Hostplus app signals the start of a new era in digital experience for its members.

The redesigned app offers secure access to account information, balances and investment options with ease. The development was informed by member research and design principles, ensuring a digital experience that sets the app apart.

A strong working relationship between the teams has been vital to its success, with the app recognised as a Gold winner in the Digital – Finance category for the 2024 BETTER FUTURE Melbourne Design Awards. Hosted by BETTER FUTURE, the Melbourne Design Awards provide industry recognition to celebrate where technology and innovation are nurturing extraordinary design.

“NCS and Hostplus have formed a true partnership – with both companies including team members who are passionate about superannuation and technology, with a common goal of achieving great results,” said Simon Smiley-Andrews, Apps Engineering Practice Lead, NCS Australia.

“The relationship has been formed on trust, honesty and a desire to achieve member-focused outcomes, with a safe environment to question what is assumed, and a commitment to deliver once decisions have been made.

“Delivery for this app was achieved within six months and on budget, creating a strong foundation for the addition of expanded features long term. The mobile app development was informed by member research and design principles, ensuring a digital experience that sets the app apart.”

The Hostplus app meets the diverse needs of its members. An intuitive interface, with a focus on education, allows for easy account management for members  at any life stage. The app’s inclusive design has been a key factor in its success, ensuring it resonates with a wide demographic

The app launch was successful for Hostplus. Automated testing resulted in a 0.02% crash rate on iOS and a 0.07% crash rate on Android. Seamless integration, faster loading times and enhanced security have delivered 94% growth in app access year-on-year, more than three times greater sentiment – based on reviews and mentions on social – and a 4.5 Apple star rating. Hostplus has also seen engagement rise, with the median number of logins per member increasing by 30% when comparing the three months pre-and post-launch.
 

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Applications
Digital experience
NCS Australia supports Hostplus to win Gold in Melbourne Design Awards for redesigned app that delivers intuitive member experience