Aligning with Consumer Duty to enhance customer experience
We look at the core elements of the Consumer Duty, how it affects financial services firms, and how they can include its principles as they design…
Eve McCann, +4 • 13 minute readOur research, insights, experience.
Caring Better
In the latest edition of Human Signals, we focus on the highly topical subject of caring for the elderly.
Peter Neufeld, +10 • 3 minute readCreating impactful learning using behavioural science
How can we embed behavioural science principles in corporate learning the same way social media platforms do, and what is behavioural science?
Michelle Yan • 5 minute readHow Natural Language Processing can augment voice of customer research
NLP can help analyze text data in voice of customer research, but human researchers are still needed to make sense of the data and ensure accuracy.
Sabrina Zhong • 7 minute readOn the road to e-mobility
The transition to e-mobility is all about systems. Understanding the wider energy and human context in the deployment of EVs is crucial to avoid…
Giulia Teso, +2 • 7 minute readConsumer Duty: A customer-led approach to tackling a transformational opportunity
Our thinking on Consumer Duty, what it means for organisations across the financial services industry and how they might go about the challenge in a…
Ryan Naranjo, +1 • 2 minute readHow can we better engage with Next Gen Investors?
A huge intergenerational transfer of wealth is currently underway - how can we connect with this new generation of investors?
Theresa Clifford • 6 minute readAccelerating value: transforming transformation
We’re working to reduce the gap between the complex, rapidly changing problem spaces clients live and breathe and the FinTech specialists who seek to…
Neil Waring, +1 • 6 minute readEY Seren’s outlook on General Insurance for 2022
The new battleground for the General Insurance market is evolving quickly. It is no longer enough to outperform competitors with low rates.
Theresa Clifford • 6 minute readBridging the Financial Vulnerability Gap
In the latest edition of Human Signals, we focus on the highly topical subject of the human experience of financial vulnerability.
Will Shaw, +5 • 5 minute readCompetitive advantage in the age of AI implementation: the new frontier of digital transformation
Given the Darwinian nature of business competition, what could the opportunity cost of losing first-mover advantage in AI be?
Tom Carr • 17 minute readThe Circular Economy is coming
“In nature, nothing is wasted. Everything is food for something else”
Francesco Cagnola • 7 minute readTackling misinformation with research and insight
In the “post-truth” era, distinguishing between “fact” and “fiction” has never been more challenging.
Jonny Revell • 8 minute readPromoting sustainable behaviours
Businesses are increasingly expected to lead in driving the sustainability agenda rather than relying on their customers
Sergei Isakov, +4 • 2 minute readListening with our eyes and ears (remotely)
Many of us still experience a sense of discomfort or unease when communicating online - remote user testing is still an effective way to gain…
Gina Lee • 6 minute readThe local UK high street in times of COVID-19
We tell the stories of how the local high street businesses we all know are navigating through this extraordinary crisis.
Peter Neufeld, +4 • 1 minute readDesigning universal products and services
Most products and services are designed with men in mind. Adopting universal and inclusive design ensures that we do not design solely for men or…
Theresa Clifford • 6 minute readRe-imagining the new joiner’s onboarding experience
Your onboarding process should celebrate that a new, incredibly talented person is joining your family
Karen Rozenbaum • 14 minute readDeveloping service channels for a changing future
Real, human connection with varied audiences can only be truly nurtured through an omnichannel strategy.
Desmond Kiernan • 5 minute readThe value of designing for the future customer
Designing for the future isn’t about guesswork. With the right principles and approaches we can use foresight to build a better working world.
Giles Powdrill • 4 minute readSMEs: Opportunity in an overlooked, under-serviced economic sector?
Why is there an ongoing struggle for service providers and organisations to meet the demands and needs of the SME sector?
Charles Dorey • 10 minute readHow can we design smarter long-term savings propositions for women?
More needs to be done to help women save for the future. By focusing on women’s needs, the financial journey into retirement can be improved for…
Theresa Clifford • 7 minute readLoyalty is complicated
What is loyalty? And does it matter? And if it does, how do you get it? Loyalty is complicated.
Jane Thomas • 5 minute readWhat's really in your wallet?
Existing financial services providers overlook the fact that managing our finances is never just about bank notes and interest rates. It’s about…
Victoria O'Callaghan • 7 minute readHow human behaviour is changing during COVID-19
We gathered insights to create our fortnightly briefing on how COVID-19 is changing human behaviour
Joel Bailey, +4 • 2 minute readManaging cognitive overload during COVID-19
The experience of COVID-19 has undeniably tipped us all over into cognitive overload.
Shagun Seth • 4 minute readWhen design fails: Not forgetting business viability in search of customer desirability
Service Design is an immensely powerful approach to improving how organisations deliver to their customers and stakeholders.
Sergei Isakov, +1 • 4 minute readThe shifting landscape of employee experience
The richest man in the world realised that providing a good experience wasn’t a cosmetic job.
Joel Bailey • 3 minute readThe business value of NPS
Research shows that NPS has the highest correlation with future profits and growth vs. other customer experience metrics.
Jane Thomas • 3 minute readSimplicity: It's a state of mind
Here’s how using a simplicity mindset can mitigate complexity and ensure maximum impact in our final deliverables.
Richard Thompson • 7 minute readBeyond accessibility: Designing for vulnerability
It is fundamental for designers to recognise that designing for vulnerable people doesn’t mean exclusively designing for the disabled.
Oliver Shreeve • 5 minute read