The FCA’s latest research “Digital design for financial products and services” focuses on the digital customer journey. With the Consumer Duty embedded, the regulator is demanding that organisations look at their online experiences, clamping down on practices like ‘sludge’ and ‘deceptive design’.
In this session, Arum Global and Flexys experts explore the FCA’s findings and look at the difference between harmful ‘sludge’ and ‘positive friction’, as well as how the Flexys software can help you design, test and monitor your digital journeys throughout the entire customer lifecycle, and how to use the data from Flexys to identify friction points, support vulnerable customers and build an evidence trail that focuses on good customer outcomes.