Stu Charlton

I work at cxpartners, where I lead a group of researchers, designers and coders who solve knotty problems for financial services firms.

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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?

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.

User stories – so what?

Time is all we have. And at work – where people pay us for our time – it is also someone’s money. We should use it wisely.