Pension savers are most likely to use dashboards at key life events rather than checking them regularly, according to research from WTW.
A poll of 96 UK trustees and pension scheme managers found 43% expected members to turn to dashboards at pivotal moments such as retirement or changing jobs.
A further 40% thought usage would depend on prompts from scheme communications, while only 13% anticipated regular, proactive engagement.
Geraldine Brassett, senior director in WTW’s pensions outsourcing business, said: “It’s becoming clear that dashboards will be most powerful at moments that matter to members.
“Schemes should not assume that access alone will drive engagement. Targeted communications, aligned to life events, will be critical if dashboards are to translate into better decisions and outcomes.”
The polling also highlighted the operational challenges likely to follow the launch of dashboards. Managing increased member enquiries was the leading post-launch concern, cited by 39% of respondents, while 36% identified data accuracy as a primary risk.
More than three quarters of respondents (76%) expected dashboards to produce at least a moderate increase in engagement. However, WTW said much of that uplift could be concentrated among members who were already engaged unless schemes provided more proactive support.
The findings come as providers prepare for the final MoneyHelper Pensions Dashboard connection deadline later this year. Lumera said in July that more than 70m pension records had been connected to the ecosystem and that consumer launch could follow as early as summer 2027.
The technology specialist said providers now needed to move beyond technical connection by testing infrastructure, ensuring pension records could be matched accurately and preparing administration, customer service and digital teams for higher volumes of enquiries. That could include requests for information, pension consolidation and retirement planning support.
WTW’s Brassett said dashboards represented “a significant step forward” in how members accessed pension information, but added: “The real test will be what happens next, how schemes respond to increased demand, how they maintain data quality, and how they support members in turning insight into action.”
