For pension schemes, administrators and providers
Member communications your members understand. And you can prove it.
MemberBridge Learn turns your approved scheme content into short, plain-English learning journeys, tests real comprehension, and gives you anonymous evidence of what members understood - and where they struggle.
Anonymous by default · WCAG 2.2 AA · Education, never advice
The problem
You can prove the statement was sent. Can you prove it was understood?
Members don't understand
Annual statements, retirement packs and change communications assume pension knowledge most members simply don't have. The result: confusion, avoidable calls, poor decisions and disengagement.
Regulators want evidence
TPR calls good member communication vital to good retirement outcomes. The FCA's consumer-understanding work points firmly at comprehension testing, layered content and evidence that communications actually work.
Schemes can't show it
Open rates and click rates prove delivery, not understanding. Until now there has been no practical way to evidence member comprehension without collecting personal data you don't want to hold.
The Pensions Regulator describes good member communication as vital to engagement and to decisions that lead to good outcomes in retirement.
Summarised from TPR communicating and reporting guidance
The FCA's consumer-understanding outcome expects firms to test key communications and evidence that customers actually understood them - not just that they were sent.
Summarised from the FCA Consumer Duty consumer-understanding outcome
How it works
From link to evidence in four steps
- 1
Members follow a link
From a statement, an email, an intranet page or a QR code. No login, no member reference, no personal data - so there is no barrier and no friction.
- 2
They learn in minutes
Short, plain-English modules in your branding explain the exact communication they received: what's a current value, what's an estimate, what to check, what to do next.
- 3
Understanding is checked
A few scenario-based questions test comprehension - not trivia. Every answer gets an approved explanation, and members can ask follow-up questions answered only from your approved content.
- 4
You receive the evidence
Anonymous, aggregated results show comprehension rates, common misconceptions and confidence shift - evidence you can put in front of a trustee board or regulator.
Try it yourself
The ten-second version of the member experience
This is exactly what a member sees at the end of a module: a scenario question, scored on the server, always followed by an approved explanation. Go on - pick an answer.
Sample question - try it
Is the estimated retirement income on an annual pension statement guaranteed?
Anonymous, scored on the server, and the aggregate result - including which wrong answer members choose - lands in your evidence dashboard.
The platform
Everything governed. Everything evidenced.
Governed content workflow
Draft, review, approve, publish. Versions are immutable once approved, every factual statement carries a source, and a content hash proves exactly what was live and when. Withdraw instantly, without a deployment.
Comprehension testing
Three to six scenario-based questions per module, scored deterministically server-side. First answers, retries and recovery after explanation are all measured separately - so you see real understanding, not guesswork.
Ask MemberBridge
Members ask follow-up questions in context. Answers come only from the module's approved content, with citations - and requests for personal advice are refused with an approved signpost, keeping you safely inside the advice boundary.
Anonymous analytics
No accounts, no member records, no personal identifiers - ever. Small cohorts are automatically suppressed, and every metric is aggregate by design. Privacy teams approve this in one read.
Ready-made curriculum
Sixteen source-backed modules across eight topic families - annual statements, contributions, DB and DC, retirement options, tax, transfers, scams, life events - ready to configure with your scheme's terminology and processes.
Continuous improvement
Misconception analytics show which wrong answer members choose and which section loses them. Content owners see exactly what to fix, and version comparison shows whether the fix worked.
See it in action
This is the real product, not a mock-up
White-label
One platform. Every scheme its own experience.
Brand colours, logo, terminology, support routes and curriculum are configured per tenant and per scheme - no code fork, no separate deployment. A second client is configuration, not a project.
The same release, minutes apart - logo, colours, fonts and welcome copy are all tenant configuration, no code.
For trustee boards
Evidence you can take to the board
Every reporting period, MemberBridge Learn produces defensible, anonymous evidence of member understanding - the kind of MI that turns "we sent it" into "they understood it":
- Comprehension rate per module, objective and question
- The exact misconceptions members hold, ranked
- Recovery after explanation and confidence shift
- Unresolved demand: what members asked that content couldn't answer
- CSV export with methodology and limitations stated
Trust by design
Built for the most cautious stakeholder in the room
Anonymous by default
No accounts, no NINO, no member reference, no email required. Progress lives on the member's device; only anonymous aggregate events reach the platform, with small cohorts suppressed automatically.
Education, never advice
Content explains concepts and processes; it never recommends an action. The assistant refuses personal-advice questions with approved wording, and sensitive topics carry mandatory signposts to MoneyHelper and Pension Wise.
Accessible from the start
WCAG 2.2 AA target: keyboard-first, screen-reader friendly, plain-English register, 320px reflow, and brand themes that cannot override contrast minimums.
Get started
The Pension Understanding Pilot
A fixed-scope pilot around one member event - annual statements, dashboards readiness or retirement preparation. Your branding, your approved content, live in weeks. At the end you hold something no engagement metric can give you: evidence of what your members actually understood.
- Fixed scope and price - one member event, 2 to 4 modules
- Content governance included: sourcing, review and approval workflow
- Evidence report for your board at the end of the pilot
Questions schemes ask us
The answers your DPO and compliance team will want
What member personal data does Learn hold?
None, by design. Members need no account, member reference, NINO or email to learn and complete a knowledge check. Progress is stored in the member's own browser; the platform keeps only anonymous aggregate events with rotating session identifiers, and reporting suppresses any cohort smaller than ten. The optional "continue on another device" feature uses an email address once, to send the link, and never stores it.
Will we need a DPIA?
That is your DPO's call, but the assessment is short: the core journey processes no member personal data, and we provide a data map, retention schedule and suppression rules to support it. The only personal data in the system is your own administrators' accounts and any B2B contact details you send us.
How does it stay on the right side of the advice boundary?
Learn explains concepts and your scheme's processes; it never recommends an action to an individual. Knowledge checks measure comprehension only, the assistant refuses personal-recommendation questions with approved wording, and sensitive topics carry mandatory signposts to MoneyHelper and Pension Wise. Every factual statement in a module carries a source reference.
What about accessibility?
WCAG 2.2 AA is the target: keyboard-first navigation, screen-reader support, plain-English register, 320px reflow, and white-label themes that cannot override contrast minimums.
How quickly can we launch?
A branded tenant is configuration, not a project: branding and the sixteen-module library can be live in a day. In practice your own content review and approval is the critical path, which is why the pilot is scoped around one member event with two to four modules - live in weeks, not quarters.
Can we use our own content, or change it after launch?
Both. Start from the library, adapt it, or author scheme-specific modules in the governed workflow: draft, review, approve, publish. Published versions are immutable - changes create a new version with its own approval evidence, and any module can be withdrawn instantly without a deployment.
What does a pilot cost?
The Pension Understanding Pilot is fixed-scope and fixed-price for one member event, including content governance and the end-of-pilot evidence report. Request a conversation and we'll put the number in writing with the proposal.
Get in touch
Let's talk about your members
Tell us a little about your scheme and what you'd like members to understand better. We'll come back within one working day with a suggested pilot scope.
- A 30-minute conversation, no obligation
- A live walkthrough in your branding
- A fixed-scope pilot proposal in writing