It's time for a better approach to design in Financial Services

Our team's mission is to help people achieve financial wellbeing – by designing simple, easy-to-understand financial products and services.


Our focus areas

The Consumer Duty

Let's turn obligation into an opportunity

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The vulnerability challenge

Let's make financial services better for everyone

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Our work

Trusted across the sector

Nationwide logoHargreaves Lansdown logoThe Co-operative bank logoAXA logoNatwest logoThe Openwork Partnership logoZurich logo
cxpartners is a business that helps to deliver real change. That’s the important piece for me - making practical and actual changes that customers see and appreciate.
Richard Pash, Marketing Director, Zurich Insurance UK

Previous webinars

Building a consumer duty culture - Some simple steps

12th July 2023 with Ed Smith (FCA) and Jonti Dalal-Small (Sopra Steria)

Policies get ignored and forgotten. If you want your teams to prioritise good customer outcomes long after the implementation deadline has passed, your best bet is to build a healthy consumer-focused culture. Behavioural science can help.

The Consumer Duty – a marathon or a sprint?

24th May 2023 with Stu Charlton (FS Strategy Director, cxpartners)

If we nail the transition to BAU, there’s an upside to this painful regulatory change. To succeed, use the language of customer centricity and continuous improvement rather than compliance.

Let's discuss your challenge

Contact our Experience Strategy Director today:

Our thinking


Embedding the Consumer Duty – how to shift from compliance to continuous improvement

To embed the Consumer Duty into daily operations – to make it a shared responsibility – let’s use the language of customer centricity rather than compliance.

Stu Charlton


Computer says no: the challenges of onboarding into the UK financial system

After facing barriers while relocating to the UK, our Principal UX consultant, Kevin, suggests three ways that financial services firms can make the process smoother and more inclusive.

Kevin Armstrong


Testing consumer understanding

Two weeks ago, my colleague and namesake Stu Charlton hosted a webinar about the Consumer Duty. When he came to the end we expected a broad range of questions around the topics covered. But one area dominated: the consumer understanding outcome.

Stuart Tayler


The trust crisis spells opportunity for financial services

Our recent research confirmed why investing in customer trust is both worthwhile and urgent. It makes your business resilient during turbulent times.

Claire Barrett


Quant data leaves Consumer Duty blindspots

To embed the Consumer Duty firms will need to use both quantitative and qualitative data. Our Experience Director, Tom, shares three short examples to bring that idea to life.

Tom Scott


If the Consumer Duty is the quake, IDD was a tremor

In 2018 the FCA introduced new regulation because too many financial services customers weren't getting the outcomes they should reasonably expect. Sound familiar? Here's what we learned.

Amy Bracewell


Build a Consumer Duty culture using behavioural science – some simple steps

Financial Services firms must strengthen plans to drive the 'mindset shift' required by the FCA. Our Behavioural Science Lead, Jonti, has designed a workshop to sow the seeds for a thriving Consumer Duty culture.

Jonti Dalal-Small


Don't make identification your main vulnerability strategy

If you want best outcomes for all customers for least cost and risk, lay an inclusive baseline first. Too many firms get this wrong.

Stu Charlton


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 the Consumer Duty is an opportunity as well as an obligation.

Stu Charlton


Beyond Words

The written word dominates how we communicate on the web, but many of us struggle with it. This makes understanding financial services even harder. To improve understanding for all consumers we'll need more than words.

Stuart Tayler


It's time for a different approach to design in financial services

When risk of buyer's remorse is high, getting product selection right requires a different mentality and different tools from the 'don't make me think' approach that most UX follows.

Stu Charlton


50 ways to carry out more inclusive user research

What can you do to ensure your research activity is inclusive? We’ve come up with 50 easy ways that you and your organisation can take on board when conducting more inclusive research in the future.

Chloe Langan