Nest extends contract with Nexer Digital in GBP £1.3m deal

The National Employment Savings Trust (Nest), the UK’s largest workplace pension scheme, is set to continue its efforts to modernise its service for all 11 million users following the extension of its contract with Nexer Digital. The new two-year contract valued up to GBP £1.3 million, builds on the existing collaboration between the two organisations and aims to further enhance Nest’s service design capabilities through a user-centred, digital-first approach.

Nest has been working with the human-centred design agency Nexer Digital for the past three years to create a modern, accessible, and low-cost pension service. The focus has been on making the service easy to use and manage across multiple channels, catering to the diverse needs of its members. The collaboration has involved redesigning crucial service elements in an inclusive, user-centred manner, with input from Nest’s teams, service users, and its scheme administrator.

An important aspect of the project has been knowledge transfer. This has been facilitated through a comprehensive training and mentoring programme delivered by Nexer Digital, aimed at equipping the Nest team with the skills and expertise to champion user-centred design principles. This empowerment is intended to allow Nest to continue developing solutions internally.

With the extension of the contract, Nexer Digital will maintain its close working relationship with Nest. The partnership will focus on building internal capability and delivering a seamless, multi-channel experience for all scheme users, including employers, members, and advisers.

Shaun Gomm, Commercial Director at Nexer Digital, expressed his satisfaction with the contract extension, stating, "We are delighted to extend our partnership with Nest. This continuation is a testament to the great work we've done together and our shared vision for the future. We look forward to continuing our collaboration and delivering a service that really works for everyone. This partnership has the potential to significantly enhance the service for millions of users, making it more user-centred and accessible."

The extension of the contract between Nest and Nexer Digital marks a significant step forward in their joint mission to deliver an enhanced, user-centred pension service. By leveraging Nexer Digital's expertise in human-centred design and continuing the effective knowledge transfer to Nest's team, the partnership is set to further improve the accessibility and usability of the pension scheme. This ongoing collaboration aims to ensure that Nest's 11 million users, including employers, members, and advisers, benefit from a seamless, multi-channel experience tailored to their diverse needs.