PinnedTransforming advice with Open Finance: three UX strategiesOpen Finance will only be a game-changer if we make it work for consumers. Execution matters!Jul 8A response icon1Jul 8A response icon1
PinnedThe curse of knowledge — ready to break the spell?In May and June 2025, my colleague @stuarttayler1 and I hosted two webinars about how to test for and improve consumer comprehension.Jun 30Jun 30
What are we gonna do?Instead of being daunted by wicked problems like the climate crisis, let’s trust the process.Aug 22Aug 22
What’s delightful about sustainability regulationDelight is a word that’s rarely used in response to new regulation. That’s why many will miss the opportunity provided by new…Jul 20Jul 20
The rewards of solving knotty problemsMojos can be found in unexpected places. If you’re a user researcher or a product designer or a UX consultant or a service designer and if…Jul 20Jul 20
Why are customers ignoring offers to help?Financial Services companies urgently need to talk to their most vulnerable customers. But often those customers don’t trust them enough to…Jul 19Jul 19
Introducing: customer-centred assuranceWith Consumer Duty supervision underway, an independent, customer-centred evaluation of your customer journeys and services could…Jul 19Jul 19
Shifting the Consumer Duty mindset — when will it happen for you?Most retail FS firms are in a sweat about the July implementation deadline. But I have an optimistic hunch: it will soon become clear that…Jul 19Jul 19
Don’t make identification your main vulnerability strategyIf you want best outcomes for all customers for least cost and risk, lay an inclusive baseline first. Too many firms get this wrong.Jul 17Jul 17
Embedding the Consumer Duty — how to shift from compliance to continuous improvementIn his recent webinar, ‘The Consumer Duty — a marathon or a sprint?’, our FS Strategy Director, Stu Charlton, discussed how retail…Jul 17Jul 17
