10 Golden Rules for Online Tools

10 golden rules for online toolsHenriëtte Raap & Djaja Ottenhof

April 2016

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Introductory video

10 golden rules for online tools

10 golden rules for online tools3 |

StatementIn 10 years all personal financematters will be dealt with online.

DISAGREEAGREE

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We do share a perspective from the developed world.


Source: International Telecommunications Union.

Internet users per 100 inhabitants

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1. Personalise


At what age would you be able to retire in the Netherlands?

• http://www.pensionage.nl

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1. Personalise


Engage the target group:

• Is it their world? Develop and test with focus groups.

• How to provide reality-checks? Transfer into reality via workshops.

• Basic competences trained in game, reflected and strengthened in workshops.

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2. Identify the target group


The more specific the target group, the better will be the performance of a tool.

Source: exactitudes.com

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Question

What groups need special attention in the field of financial literacy in your country?

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3. Offer something actionable


1.Links to other websites.

2.More in-depth information.

3.Make an appointment with yourself.

There has to be a call to action and somethingusers can actually do. What can we offer?

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Our tools are fully responsive:

4. Create a seamless user experience


4. Create a seamless user experienceWe load test. When we have to scale up, our site moves to the cloud.

We use simple domain names.


Question

Would you like to share an example of a site or service you really like to use?

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5. Use simple but not oversimplified language


1 in 3 Dutch think they can use their pension statement to calculate the net wealth in their house *.* Bogus question in AFM study.


5. Use simple but not oversimplified language• No difficult/challenging vocabulary• Short sentences• Use informal form of address• Straightforward questions

Avoid ‘tripover’ questions

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6. Match and manage expectations


• A few basic questions? -> Simple but practical output will do.• Do you fill in a lot of detailed information? -> You expect in-depth

output.


6. Match and manage expectations• Question: Do you have children? What age?• Result: You are entitled to child benefits because you have two young

children. Your eldest child can get a study loan.


7. Make use of behavioral insights

Source: zelfjeschuldenregelen.nl

Self-efficacy & goals in small steps


7. Make use of behavioral insightsNorms





Herding behaviour




Default

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Default


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8. Beware of big brother, but use your authority



Question

Who would be best positioned to provide information about finance in your country?

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9. Make use of current events


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9. Make use of current events


Tool use:↑540%

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10. Work with partners


Shape and realise ideas:

• Which stakeholders should be on board? Target group and experts in educational topic, accept an independent learning approach.

• How to fully commit partners? Proof need within society and target group,

• Independent private and state financing, readiness to assume risk.

+ +

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10. Work with partners


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When will you be able to retire?


Your average retirement age:

69 years, 9 months



Government & Nonprofit

10 Golden Rules for Online Tools