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.

**In this session, 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.


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

Legacy collections technology creates friction. It slows down change, inflates operational costs, and makes regulatory compliance a constant challenge. So, what does a successful move to a modern platform *actually* look like?

Hear directly from our client, Billing Finance. In this episode of The Fintech Show, our CEO James Hill is joined by their Director of Transformation and Technology, Jemma Holland, to discuss the practical realities of replacing outdated systems. They explore the challenges and the significant opportunities unlocked by modern, data-driven collections technology.


From legacy to leapfrog: Billing Finance's transformation with Flexys collections software

Are traditional affordability models keeping pace with today's financial volatility and customer expectations?

Countless hours are spent completing and analysing I\&E forms, trying to piece together an accurate picture of customers' financial situations.

It's 2025, and let's be honest - there has to be a better way.

A combination of customer expectation and technology is fundamentally changing how we approach affordability assessments and transforming our industry.

Our panel of industry experts discuss what best-practice affordability assessment looks like today:

*   Accuracy vs customer experience: how detailed should affordability assessments be without creating excessive friction?
*   How can we design affordability assessments that account for irregular income patterns?
*   What tools are most effective in automating and improving the accuracy of affordability evaluations?
*   How might emerging financial technologies further transform affordability assessments in the next 3-5 years?

Join us for a timely exploration of approaches to improve affordability outcomes for you and your customers.


Beyond the SFS: Assessing affordability in today’s financial reality

Flexys optimises debt management for businesses and their customers. It does this by empowering collections teams to make informed decisions in fast-changing economic situations. Through easy-to-use technology, Flexys reduces operational stress, strengthens customer relations, and maximises collection rates.