Published by: Financial Conduct Authority (FCA)
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Key Take Aways
Digital platform design significantly influences customer understanding and decision-making, with good design supporting positive outcomes and poor design leading to rushed or misinformed decisions.
Firms that proactively review and update their digital journeys demonstrate better alignment with Consumer Duty expectations.
Designing journeys tailored for different customer groups, including vulnerable and non-standard customers, enhances support and compliance.
Inclusion of friction points within digital journeys can effectively encourage customers to make more deliberate and informed choices.
Clear layout, plain language, and visual aids are critical in enhancing customer comprehension of products and their features.
The involvement of frontline agents in digital journey design ensures feedback from customer interactions is incorporated, improving outcome quality.
Identifying and supportin...
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