Lornefield Pensions Administration / BB-Demo – Check In
Callcompleted
Lornefield Pensions Administration: documents · 2025-06-12 13:30
Imogen Hartley said use had plateaued and the brain is valued, not loved. A late morning refresh was handled well but cost trust with relationship managers. She asked for simpler scheme and month grouping.
What was said
What this says
Current to 10 Oct 26Imogen Hartley said use had plateaued and the brain is valued, not loved. A late morning refresh was handled well but cost trust with relationship managers. She asked for simpler scheme and month grouping.
What happened: Daniel Okafor held a check-in on 12 Jun 2025 with Imogen Hartley, Head of Data. Active use was flat, and she agreed the customer had plateaued.
Customer view: Imogen summed it up as valued, not loved. A couple of users distrusted their first answer and never went back.
Watch: A late morning refresh the month before was fixed promptly, but relationship managers were told the data was late. She said each such event costs a little trust.
Commercial: Nothing on price or renewal was raised. Her request was to group the member-query view by scheme and month without building a dashboard, which Daniel will note as feedback without promising it.
Themes
Current to 9 Oct 26Theme
Plateaued use, refresh trust
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to report back on the first-question problem by the middle of the following week.
- Daniel Okafor to show Imogen the grouping shortcut on the next call and log it as feedback.
- Imogen Hartley to tell Daniel directly if a late refresh recurs, as well as raising a ticket.
Risks
Current to 9 Oct 26- Active use is flat and some users have not made the brain their first place to look.
- A couple of users distrusted their first answer and never returned.
- Each late refresh costs trust with relationship managers, even when fixed quickly.
Opportunities
Current to 9 Oct 26- Imogen plans to nudge adoption over the summer, which could widen use.
- A simpler scheme and month grouping in the member-query view would make daily use easier.
Transcript
Daniel Okafor NoneAfternoon, Imogen. Thank you for making the time. Is it a bit grim in Edinburgh, or is that just my weather app?
Imogen Hartley NoneAfternoon. It's grey, but dry, which I'll take. I've got a hard stop in half an hour, so shall we crack on?- Daniel Okafor NonePlease. Let me start with the numbers and then you tell me what they don't show. Active use is roughly where it was last quarter, a touch down if anything, but really flat.
- Imogen Hartley NoneThat fits. I'd say we plateaued. The people who use it, use it well. The people who don't have not been persuaded, and I haven't pushed, because the quarter was heavy with scheme reporting.
- Daniel Okafor NoneThat's honest, thank you. When you say not persuaded, do you have a sense of why? Is it habit, or is it that the questions they have aren't ones the brain answers?
- Imogen Hartley NoneHabit, mostly. The real question is whether it's the first place they look. For some it's still the helpdesk screen and a spreadsheet. A couple said they didn't trust the answer the first time they tried and never went back.
- Daniel Okafor NoneMm. That's useful, and worth taking seriously. Do you remember what they asked? Sometimes a first bad answer is the question being too broad and not the data.
- Imogen Hartley NoneI don't, and I'd be guessing. Something about member complaints by scheme, I think. I can ask if you'd like.
- Daniel Okafor NonePlease, only if they don't mind. Even one example would help me work out whether it's how we phrase things or something in the data. I'll come back to you by the middle of next week with what I find.
- Imogen Hartley NoneDone. Now, you'll have seen the ticket last month, the high-priority one.
- Daniel Okafor NoneI did. Just to close the loop on it, that was picked up and resolved, and I want to be sure you were comfortable with how it was handled.
- Imogen Hartley NoneI was. It was dealt with promptly and the explanation was clear, so no complaint. I only mention it because I had to tell a couple of the relationship managers that the morning data was late, and they were not delighted.
- Daniel Okafor NoneUnderstandable. Nobody wants to be told that on the morning of a trustee call. The refresh normally completes before seven in your morning on working days, and the team keeps a close eye on it. If it happens again, tell me directly as well as through the ticket.
- Imogen Hartley NoneI will. It's the kind of thing that costs a little trust each time, even when it's fixed quickly.
- Daniel Okafor NoneI agree, and that's the right way to put it. Anything else on the product side?
- Imogen Hartley NoneA wish more than a problem. I'd like the member-query view to group by scheme and by month without me building a dashboard for it. I know it's possible, it's just fiddly.
- Daniel Okafor NoneI'll show you a quicker way to do that on the next call, and I'll note it as feedback. I can't promise anything on the product side, but the people who build it do read these notes.
- Imogen Hartley NoneThat's fine. I'd rather have it noted than promised.
- Daniel Okafor NoneRight. So I'll look into the first-question problem and come back to you by the middle of next week, and I'll show you the grouping shortcut. How is the team finding it overall? Honestly, before we finish.
- Imogen Hartley NoneHonestly? Valued, not loved. I think that's a fair summary. I've seen this work better with a bit more nudging, and I'll do some in the summer.
- Daniel Okafor NoneI'll take valued. Thank you, Imogen. Best wishes, Daniel.
- Imogen Hartley NoneBest, Imogen. Speak soon.
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