The curse of knowledge – ready to break the spell?
We’re all under a spell: we think that other people know what we know. There’s no shame in it, but we need a cure because it’s rife in Financial Services.
Stu Charlton
I work at cxpartners, where I lead a group of researchers, designers and coders who solve knotty problems for financial services firms.
Musings
Transforming advice with Open Finance: three UX strategies
Three UX strategies that will be useful if you’re planning to integrate Open Finance into your wealth, pensions, mortgages, or debt management advice service.
The rewards of solving knotty problems
Mojos can be found in unexpected places. If you’re at all inclined towards systems thinking, or love problem solving, or if you seek mastery and purpose then you should think about joining our Financial Services design team.
Push the button 1: a surprisingly small test, to keep your delivery train on the tracks
Who knew you could de-risk a software delivery plan so quickly and cheaply?
What’s delightful about sustainability regulation
Delight is a word that’s rarely used in response to new regulation. That’s why many will miss the opportunity provided by new anti-greenwashing measures from the FCA.
Don't make identification your main vulnerability strategy
If you want best outcomes for all customers for least cost and risk, lay an inclusive baseline first. Too many firms get this wrong.
Embedding the Consumer Duty – how to shift from compliance to continuous improvement
How retail Financial Services firms can drive the long-term mindset shift that the FCA requires.
It's time for a different approach to design in financial services
When risk of buyer's remorse is high, getting product selection right requires a different mentality and different tools from the 'don't make me think' approach that most UX follows.
Why are customers ignoring offers to help?
Financial services firms urgently need to talk to their most vulnerable customers. But often those customers don’t trust them enough to respond. How can you fix a broken dialogue?
Great design calls for a new relationship
The trust necessary for successful collaboration is often missing from client-vendor relationships, but experience shows that there is a better way!
The unseen problem of consumer confusion, and how to start fixing it
A practical step to help financial services firms meet their Consumer Duty obligations, by improving consumer understanding.
Exclusive design excludes real people
Consumers in vulnerable circumstances are not edge cases. The FCA believes that 50% of us may have a “vulnerability” affecting how we manage our money.