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A member-centric experience for Marsh Mercer — connecting Recover, Intrafund Advice and a future adviser network into one lifelong, digital + human journey.
A member-centric experience for Marsh Mercer — connecting Recover, Intrafund Advice and a future adviser network into one lifelong, digital + human journey.
A rapid, low-risk pilot design that integrates Recover for member wellbeing, Intrafund Advice and independent advisers into one coherent journey.
Results from a pilot we have run with an Australian advice business implementing the same financial-wellbeing pattern.
Value creation across a live book during the pilot window.
From 233 pieces (Apr 2020) to 510 pieces (Aug 2021) in 12 months.
Low-cost acquisition of new advice customers driven by member advocacy.
Digital-first triage and reusable member profiles cut unit cost by half.
Down from 3–4 weeks. Members reached an adviser inside a single working day.
Sustained in a category with historically low trust.
Our work in financial wellbeing, human-centred AI and member experience has been honoured by the Webby Awards, AIVA and the Davey Awards.
Wellbeing Intelligence
Best Visual Design - Function
Service Innovation
Human-Centred Design
Member-Centric Platform
of financial decisions are driven by emotion, not reason.
We build around teachable moments — the instants members are most receptive to guidance, not when they are being sold to.
The opportunity is to move from four discrete services — anchored in the employer relationship — to one well-designed, member-centric lifelong experience.
Trusted access to members through the workplace — the front door to financial wellbeing at scale.
Mental health and personal support already trusted by members.
Existing financial guidance and Intrafund Advice capability.
Ambition to extend reach through independent advisers.
A unique, personal, ongoing one-to-one digital + human wellbeing and advice experience.
Members don't wake up looking for advice — they encounter money moments through work. The employer is the trusted front door: co-branded, opt-in, and embedded in the everyday.
Workplace is where financial life happens — pay, super, benefits, life events.
Co-branded portals with the employer's mark drive materially higher uptake.
One click from the intranet, a benefits email, or an onsite QR code.
Employer/super data can pre-fill the member profile — no double entry.
of financial decisions are emotional, not rational.
SOURCE · VANGUARD 2023
We speak the language of money behaviours — not products — and meet members where they actually feel it.
The trough is the opening — the instant to engage, educate and re-establish control at the right moment in time.
Mercer's promise runs beyond super and advice. The same member journey must connect money confidence, mental health and insurance — one profile, one adviser, one continuous relationship.
Confidence, control, motivation — money habits, super, retirement, life-event advice.
Money stress is the #1 driver of workplace anxiety. Advice becomes care.
Group life, TPD, income protection and health — activated at the moments that matter.
Members enter through a single trusted door, then get routed to the right level of advice at the right moment — factual, scaled, or personal — with a built-in emotional and behavioural change loop.
Life event, teachable moment or member request enters the funnel.
Money coach + content bring the member up to speed in their language.
Behavioural + factual data collected in conversation, not forms.
Scaled or personal advice, delivered where the member already is.
Implementation, invoicing, and next best step scheduled.
HumAI+ works at the intersection of sovereign identity, secure data sharing, Web3 and human-centred EXPERI design to create member-centric experiences that are both deeply personal and scalable.
Designed as a Web3-native layer that sits above existing Web2 systems: a sovereign identity and intelligence engine that plugs into your CRM, advice platforms and digital channels — preserving data ownership and compliance.
Self-sovereign and decentralised identity — individuals keep control of their data while enabling trusted, consent-based sharing.
Advanced AI that turns behavioural and contextual data into timely, relevant guidance for members and professionals.
25y+ in advice operating models, superannuation, CRM-driven customer strategy and regulated-market design.
Intelligent, adaptive organisations and human-centred AI that reinforce trust, ethics and real-world outcomes.
A senior, hands-on team that pairs strategy with build. We come in alongside Mercer to diagnose, design and stand up the member-centric operating model — then hand it back running.
Member-centric target state, business case, KPI framework and governance.
Life-stage journeys, tone, teachable moments and adviser workflows.
CRM, identity, AI, integration and Web3-ready foundations mapped to your stack.
Adviser training, adoption, comms and continuous improvement rituals.
A modular layer that sits above Mercer's existing systems — extending their value without disrupting the core.
No rip-and-replace — we extend the systems Mercer already has.
API-first and vendor-neutral — swap components without rebuilding the experience.
Sovereign identity keeps members in control of their data and consent.
Built for compliance and audit from day one.
Portal · App · Adviser · Digital channels
Digital identity · Consent · AI guidance · Orchestration
APIs · Connectors · Event bus · Data mesh
CRM · Recover · MercerOneView · Insurance · Advice
Encryption · Privacy · Audit · Regulation-ready
Four connected capabilities that quietly power a member-centric experience — while keeping members in control.
Members retain ownership of their identity; consent enables deep personalisation.
Values, behaviours, life stage, habits — feeding contextual guidance.
Guided support and 'next best step' alongside advisers and Recover.
Engagement, satisfaction and outcome data to continuously improve.
A capped-fee structure gives Marsh Mercer a firm ceiling while preserving flexibility to shift effort to the highest-impact work.
A single, member-centric story
Replace disconnected products with one coherent financial wellbeing experience that builds trust and engagement.
Lower risk, faster launch
Walk away with a validated pilot design, not another strategy deck — ready to run inside your existing Mercer ecosystem.
Clear evidence of impact
Define the metrics that matter — confidence, satisfaction, wellbeing, advice uptake and business performance — before scaling.
A path to scale
Leave with a sequenced roadmap that connects Recover, Intrafund, specialist advice and insurance into a lifelong journey.
A financial wellbeing narrative and experience blueprint tailored to your members and employer partners.
A designed, ready-to-run pilot — digital journeys, operating model, and technology architecture.
A measurement and feedback framework across engagement, satisfaction, confidence, wellbeing and advice performance.
A 12–24 month roadmap to scale — integrating Recover, Intrafund Advice, independent advice and insurance.
If the terms of this proposal work, we will prepare a detailed Statement of Work for signature and begin Week 1 within 10 days.
Deep technology. Member-centric by design.