[EVENT] Intelligibility: Designing communication to support and get results – embedding intelligibility in the debt management sector

Date:    21st February 2024

Time:   10:00 – 11:30am


Designing communication to support and get results – embedding intelligibility in the debt management sector

Supporting customers is not always easy. However, if you can’t understand their needs and explain the options generating good customer outcomes is tough.  Evidencing you have done so even tougher.

In today’s, regulatory driven, world clear, intelligible, communication is critical.  

Yet, how do we do it, know it is working and evidence that improvements are being made?

In this session we will explore this topic – intelligible communication. What is it, what techniques can be used and, from experience, what works.

With speakers from Amplified Global, StepChange and DEMSA this webinar will illustrate some of the latest thinking, share best practice and hands-on experience in the redesign of debt advice communication, to better support customers/clients.


  • Introduction
  • Intelligibility thinking – What is it? Why is it important? What difference does it make?
  • Getting the Message – an update from StepChange, their experience with re-design
  • The regulatory direction of travel – using the tool
  • The art of the possible – 2024 and the future 


Chris WarburtonCWEvent ChairDirector, ROStrategy
Minesh PatelMPPanel MemberFounder, Amplified Global
Richard LaneRLPanel MemberChief Client Officer, StepChange
Kevin StillKSPanel MemberDirector, DEMSA


Thank you to our event supporters and sponsors who have helped make this event possible

Agenda & Documentation

10:0010:1010minCWIntroductory comments
Questionnaire Results
10:1010:3020minMPIntelligibility Design
10:3010:5020minRLStepChange Implementation and Experience
10:5011:1020minKSRegulatory considerations
Example use case
11:1011:2010minMPPhase 2 – the future

Additional Material

See also  [INSIGHTS]: Consumer Duty – The First Three Months

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