Friction or flow? Designing digital journeys that build trust and meet the Consumer Duty

Making digital journeys easy seems simple, but what if 'easy' isn't always what's best for a customer in financial difficulty?

The Financial Conduct Authority's recent research proves that small design choices can have a huge impact on customer understanding and outcomes.

Join our expert panel of specialists in inclusive design and customer-centric finance as they translate this critical guidance into a practical plan. We'll focus on the small but critical steps that matter most, like setting up a payment plan or asking for help.

This session is a straightforward guide to designing digital experiences that are not just compliant, but clearer, more supportive, and more successful for everyone.

You will learn how to:

• Apply the FCA's principles of 'positive friction' and 'sludge' to your own digital channels.
• Use practical design techniques to support customers in distress.
• Build customer trust and prove you are delivering good outcomes under the Consumer Duty.
• Turn complex regulatory guidance into a simple blueprint for action.