Rebuilding trust through member-led communications

The Merchant Navy Ratings Pension Fund (MNRPF) is a large, multi-employer scheme where members, employers and unions are closely connected.

When a new Trustee took over the Fund, they found historic issues had shaken member trust. Existing communications weren’t doing enough to reassure members or help them make confident decisions.

We began with extensive research, analysing website data, running member surveys and auditing existing materials. Then we created a new website for MNRPF members where information was easy to find, understand and action. We created custom illustrations and developed a tone of voice guide so communications were consistently clear and reassuring. We made all communications accessible by default, with WCAG-compliant design and plain language.

The latest member survey showed 96% of members now feel reassured about the Fund, 88% find the communication easy to understand, and 94% say it’s accessible.