Consumer Duty has changed the conversation around digital experience in financial services.
It is no longer enough for a journey, contract or piece of customer communication to meet a set of compliance requirements. Businesses also need to understand how customers experience it in practice. Is it clear? Is it easy to navigate? And does it support a good outcome, particularly for someone who may be vulnerable?
Answering those questions becomes difficult when risk and UX teams work separately.
In this session, specialists from Jaywing’s Risk Consulting and UX teams will share what they have learned from assessing customer journeys together. They will look at how UX research and testing can help identify areas of potential harm, provide evidence of customer understanding and inform better decisions.
The discussion will cover digital journeys, financial contracts and customer communications, as well as some of the tensions that can arise between compliance, usability and commercial performance.
