Andrew Phillips & Fiona Stewart
For pension software, one size does not fit all. The UK and the US may share a language, but the way members think about, interact with and regulate their pensions is anything but the same.
For designers and product teams, that difference goes beyond language or terminology. It touches on culture, behavior and the expectations that shape how people plan for the future. At Heywood, we have spent years refining digital pension experiences in the UK public sector, and as we expand our work in the US, those lessons are proving invaluable.
What the UK and US can learn from each other
In the UK, pensions are usually viewed as a long-term promise of stability. Members value reassurance, clear explanations and a sense that their benefits are protected. The design emphasis is on trust, transparency and straightforward journeys.
In the US, members tend to take a more hands-on approach. With both defined benefit and defined contribution plans common, they expect flexibility, calculators, projections and tools that let them model outcomes and make active decisions.
Both audiences want confidence, but they express it differently. For the UK member, confidence means clarity and simplicity. For the US member, it means control and interactivity. Great design recognizes and respects both mindsets.
How regulation shapes pension software design
Compliance is a defining part of user experience.
In the UK, pension software must adhere to GDPR, accessibility standards such as WCAG, and scheme-specific governance. In the US, complexity increases with state-level variations. Vesting rules, contribution rates, and retirement ages can differ widely, which means systems must adapt dynamically to the member’s plan.
Privacy regulations also vary across states, influencing not only how data is stored, but how it is displayed and explained. These frameworks do not just shape policy, they shape every interaction a member has with their pension software.
Related article: ADA Title II and Public Pensions: What You Need to Know Before 2026
How culture influences pension software and member engagement
Beyond legislation, culture determines how people think about retirement.
In the UK, members tend to prefer plain language and guided experiences that reduce the need to call for help. In the US, members expect digital journeys that feel familiar, similar to the self-service tools of modern banking and investment apps.
Choice also plays a role. US members are presented with far more options, which makes benefit calculators and planning tools inherently more complex. Designers must strike a balance between flexibility and simplicity, ensuring users are not overwhelmed.
Designing software around member needs and motivations
The contrasts become clear early in life.
US members often start engaging with pensions from a younger age. Research from State Street’s Global Retirement Reality Report – US Snapshot found adults aged 18 to 34 are among the most optimistic and proactive about retirement. In the UK, younger members are less likely to focus on pensions until later in their careers.
Healthcare also shapes priorities. US members plan around potential medical costs in retirement, while in the UK, the NHS provides a safety net that allows members to focus more on income stability.
What this means for future pension software design
Designing pension software across markets is not about translation. It is about adaptation, understanding how culture, regulation, and behavior intersect.
For Heywood, that means:
- Building flexible systems that reflect different pension structures and rules
- Embedding compliance into design without sacrificing usability
- Designing journeys that align with expectations of trust, control, and independence
A shared goal: empowering members through smarter pension software
The key insight from working across markets is simple: good UX is not universal; it is contextual. What works beautifully for a UK member may leave a US member uncertain, and vice versa.
By understanding these nuances and designing with empathy for local context, we can create digital pension experiences that empower members everywhere to make confident, informed decisions about their future.
That is the opportunity we see as Heywood brings its decades of expertise to new markets, learning from both sides of the Atlantic to shape the next generation of pension technology.
This article was first published by Fiona Stewart, Heywood UX Lead, in October 2025 and adapted by Andrew Phillips - Business Development Lead Heywood North America.
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