The Consumer Duty

The FCA wants Financial Services firms to permanently embed the Consumer Duty.

User-centred design and research can help you turn obligation into opportunity.

Continuous improvement

The key to realising the opportunity of the Duty is continuous cycles of listening to customers and then making evidence-based changes. Whilst at the same time building a customer-centred culture.

Work with us to:

1. Listen better to customers

Fill the blindspots left by quantitative data, by integrating qualitative research into your design and delivery process

  • Check whether consumers really understand their options
  • Understand the hidden needs of your target audience
  • Identify unforeseen risks of harm among vulnerable consumers

From the blog: Why quantitative data is essential but not enough

2. Improve outcomes sooner

Stop shooting into the dark – use research insights and rapid prototyping to avoid wasted effort

  • Prioritise the changes you can be confident will have the biggest impact
  • Mitigate risks of harm before implementation
  • Navigate quickly to solutions that deliver best outcomes

Case study: How do you help DIY investors make informed decisions?

3. Build a Consumer Duty culture

Realise the opportunity to thrive, by using behavioural science to develop a customer-centric culture

  • Continuously build consumer empathy and understanding across your firm
  • Reduce conduct risk by driving more customer-centred behaviours
  • Unite commercial and compliance teams in pursuit of good consumer outcomes

From the blog: Build a Consumer Duty culture

Get in touch

Why CXPartners

Heritage in user research

CXPartners was founded 20 years ago to bring qualitative research into organisations and it still underpins the work we do today.

About CXPartners

Experts in working with vulnerable customers

We’ve designed services with cancer patients, survivors of domestic abuse, and people who have experienced a mental health crisis.

The vulnerability challenge

Specialists in Financial Services design

Our teams get quickly to the heart of the challenge, channelling the spirit and letter of the Consumer Duty into user research and design.

Our work in financial services

cx helped us build and embed capabilities within our own teams – leading to a great outcome for us and our clients

Chris Worle Chief Digital Officer, Hargreaves Lansdown

Previous webinars

We've seen this before

RAC

In 2018 we helped general insurers make their customer journeys easier to understand and use, to meet new FCA requirements.

Some firms were surprised at what achieved together. The RAC’s radically different new journey delivered an 8% revenue increase.

What we learned then can help firms across the FS sector today.

8% Increase in revenue

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

From the blog

Speak to us about The Consumer Duty

Stu Charlton

Stu Charlton

Strategic Director