Part 2: How to improve comprehension, using design

04 Jun 2025 12:00 AM

View video for Part 2: How to improve comprehension, using design on YouTube (with transcription)

04 Jun 2025 Online event

This two-part webinar series will help you meet your ongoing Consumer Duty obligations, by making customer communications clearer.

About

Good Consumer Understanding is vital to good outcomes. And it underpins many of the FCA’s specific concerns today, including:

  • Investing & wealth: meeting the Price and Value outcome, and the effective delivery of Targeted Support
  • Protection: in its market study into pure protection insurance, the FCA wants to feel more confident that consumers understand the products they are buying
  • Consumer finance: do your digital tools sufficiently help consumers to understand credit agreements?
  • Vulnerable customers: especially supporting people with poor numeracy and literacy, and low confidence in managing their finances

Led by our Head of Design, Stuart Tayler, this series explored what it really means for consumers to understand the information you provide – and how you can achieve that in practice.

Part two: How to improve comprehension, using design

In our previous webinar, we’ll have explained how to assess whether customers understand your communications. Next, let’s focus on making things better.

In this second session, we’ll share tips on how to design for comprehension. We’ll bring those tips and principles to life with examples, and we’ll explain why they work. You’ll then be able to apply those ideas and make things clearer for your customers.

Find out about:

  • The problem with transparency
  • Why words alone aren’t always enough
  • What German psychology has to do with comprehension
  • Why numbers can baffle people
  • What we can learn from people with dyslexia

Speakers

Stuart Tayler, Head of Design

Stu has over 15 years of experience in user experience and service design for a range of clients, including Google, Nike and The Co-operative Bank. He’s worked in-house for Nokia and Dyson on their electric car programme. This breadth of experience helps him to understand what makes organisations customer-centric. His work at CXPartners focuses on putting that into practice through designing and leading programmes to help organisations increase their customer centricity.